L0 - IT Support Technician Dicetek LLC

Employer Active

Posted 7 min ago

Experience

2 - 6 Years

Job Location

Abu Dhabi - United Arab Emirates (UAE)

Education

Bachelors in Computer Application(Computers)

Nationality

Any Nationality

Gender

Any

Vacancy

1 Vacancy

Job Description

Roles & Responsibilities

Summary: The L0 IT Support Engineer is the first point of contact for all technical support requests. This role focuses on basic troubleshooting, ticket logging, and escalating issues to higher support levels when needed. It ensures smooth day‑to‑day IT operations by providing quick, accurate, and customer‑friendly assistance.


Key Responsibilities

  • 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.

Desired Candidate Profile

  • 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

Employment Type

    Full Time

Company Industry

  • Recruitment
  • Placement Firm
  • Executive Search

Department / Functional Area

  • IT Software

Keywords

  • L0 IT Support Technician
  • Software Configuration
  • IT Support Specialist
  • IT Assistant
  • IT Technician
  • Hardware Installation
  • Technical Support Representative
  • Troubleshooting

Dicetek LLC

Dicetek is a global IT Solutions and Services Company established in 2006 with its corporate headquarters in Singapore. We continue to expand our global network while providing value-added cost-effective consulting services to our clients. DICETEK has operational offices in India, UAE, Singapore & USA. As a world-class company with a regional focus, we primarily concentrate on providing Information Technology Solutions and Professional Consulting Services, across different verticals like Banking & Financial Services, Telecom, Government, Oil & Gas, Logistics, Supply Chain, Real Estate & Manufacturing. We have a solid reputation in the technology industry for providing excellent services to our clients. Our values are represented by our integrity, thought leadership, and commitment to maintaining a high-level of excellence in the constantly evolving world of Information Technology.

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M R Khan - Manager

Office No. 307 - 3rd Floor, New Century Tower, Port Saeed Road,Opp. Deira City Centre, Dubai - United Arab Emirates., Dubai, United Arab Emirates (UAE)

https://www.dicetek.net