L0 - IT Support Technician

🏢 Dicetek LLC
📍 Abu Dhabi, United Arab EmiratesFull-timeOn-site
📅 Posted: 1w ago🔄 Updated: 1w ago
CV%
✨ AI Summary
Dicetek LLC is seeking an IT Support Technician (L0) in Abu Dhabi, UAE. This full-time role involves serving as the initial point of contact for users needing technical assistance, performing basic troubleshooting for hardware, software, and network issues, and escalating complex problems. The position requires 5-10 years of experience, a Bachelor's in Computer Application or MBA/PG Diploma in Business Management (Information Technology), and strong communication and customer service skills. Familiarity with Windows/Mac OS, MS Office, and network basics is essential. Serve as the initial contact for users seeking technical assistance via phone, email, chat, or ticketing system.Perform basic troubleshooting for hardware, software, network connectivity, and user-access issues.Log, categorize, and prioritize incoming tickets accurately in the ITSM system.Provide step-by-step guidance to users for simple issues (password resets, account lockouts, basic application errors).Escalate unresolved or complex issues to L1/L2 support teams with proper documentation.Moni
Required Skills
Information Technology
○Windows Server○macOS○Debugging○Helpdesk Support○SSIS
Productivity & Workplace Tools
○Microsoft Office
Other
○network basics○Software Configuration○Network Connectivity○IT Support Specialist○IT Technician
Soft Skills & Professional Competencies
○Communication○Multitasking
Business, Sales & Management
○Customer Success○Key Account Management
Nice to have:
Information Technology
○Ticketing Systems○ServiceNow○Jira○Active Directory
Other
○Freshservice○user provisioning
Productivity & Workplace Tools
○Word
Requirements

  • Required Skills & Qualifications

    • Basic understanding of Windows/Mac OS, MS Office, and common business applications.

    • Familiarity with network basics (Wi-Fi, LAN, VPN).

    • Ability to follow troubleshooting scripts and standard operating procedures.

    • Strong communication and customer service skills.

    • Ability to multitask and work in a fast-paced environment.

    • Prior experience in a helpdesk or customer support role is a plus.


    Preferred Qualifications

    • IT certifications like CompTIA A+, ITIL Foundation, or equivalent.

    • Experience with ticketing systems (ServiceNow, Jira, Freshservice, etc.).

    • Basic understanding of Active Directory, user provisioning, and password policies.


    Key Attributes

    • Patient and user-focused

    • Detail-oriented

    • Quick learner

    • Team player

    • Reliable and punctual


Description
Serve as the initial contact for users seeking technical assistance via phone, email, chat, or ticketing system.Perform basic troubleshooting for hardware, software, network connectivity, and user-access issues.Log, categorize, and prioritize incoming tickets accurately in the ITSM system.Provide step-by-step guidance to users for simple issues (password resets, account lockouts, basic application errors).Escalate unresolved or complex issues to L1/L2 support teams with proper documentation.Monitor ticket queues and ensure SLA compliance.Maintain knowledge base articles for common issues and solutions.Assist with onboarding tasks, such as account setup and device preparation.Communicate clearly with users, ensuring a positive support experience.
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🎯 Overalli74%
⚡ Skillsi85%
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Ontology Match: 85.0
Matched:✓ Requirements Matching✓ Ontology Skills Mapping
📜 Eligibilityi49%
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Local: 19600%
🏗️ Career Fiti91%
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Seniority: 91.0
📋 Requirementsi67%
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Domain: 67.0
🔥 Motivationi78%
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Title Fit: 78.00