L1 Service Desk Engineer

About the Role

Flycatch is looking for an L1 Service Desk Engineer to provide first-line technical support to client users in Saudi Arabia. The role covers incident and request handling, troubleshooting, ticket management, SLA adherence and effective escalation to L2/L3 teams.

What You'll Do

•      Act as the first point of contact for IT incidents and service requests

•      Log, categorize, prioritize, track and close tickets using the ITSM/ticketing system

•      Perform advanced Windows troubleshooting and system configuration

•      Troubleshoot desktop/laptop, application, email, connectivity, printer, scanner and peripheral issues

•      Configure and troubleshoot PCs and Laptops

•      Support password resets, user access management, permissions, onboarding/offboarding and Microsoft 365 issues

•      Manage Active Directory user and computer accounts

•      Perform basic network troubleshooting including LAN, Wi-Fi, DNS, and DHCP

•      Install, configure and troubleshoot software applications

•      Use remote desktop/support tools to assist users

•      Follow SOPs and knowledge-base procedures to resolve recurring issues efficiently

•      Monitor and respond to tickets within agreed SLA and keep users informed

•      Conduct root-cause analysis for recurring issues

•      Escalate complex or unresolved issues to L2/L3 with clear troubleshooting details and evidence

•      Maintain accurate ticket documentation, knowledge-base articles and confirm resolution with users

•      Manage IT asset and inventory tracking

•      Handle basic endpoint security and antivirus troubleshooting

•      Communicate effectively with users, vendors, and internal IT teams

What We're Looking For

Education

•      Diploma or Bachelor's degree in IT, Computer Science or a related field

Experience

•      0-2 years of experience in Help Desk, Service Desk, Technical Support or IT Operations

Technical Skills

•      Advanced Windows troubleshooting and system configuration

•      Microsoft Office configuration and troubleshooting (365/Outlook/Teams)

•      Active Directory user and computer management

•      Basic network troubleshooting (TCP/IP, DNS, DHCP, VPN)

•      LAN, Wi-Fi, DNS, and DHCP troubleshooting

•      Printer, scanner, and peripheral troubleshooting

•      Software installation, configuration, and troubleshooting

•      Configuration and troubleshooting of PCs and Laptops

•      Remote desktop/support tools experience

•      Basic PowerShell or command-line scripting

•      User account, permissions, and access management

•      Basic endpoint security and antivirus troubleshooting

•      Experience with ITSM tools and ticketing systems

Process Knowledge

•      IT asset and inventory management

•      Incident and problem management

•      Root-cause analysis for recurring issues

•      Knowledge of SLA, escalation, and ITIL processes

•      Ability to identify issues requiring L2/L3 escalation

•      Strong documentation and knowledge-base maintenance skills

Soft Skills

•      Strong communication, customer-service and problem-solving skills

•      Good communication with users, vendors, and internal IT teams

Location & Availability

•      Must be currently based in Saudi Arabia (KSA) and available for onsite work

•      Available to join a 6-month contract engagement

Success in This Role

Resolve what you can. Document everything. Escalate intelligently.

Success is measured through SLA compliance, first-contact resolution, ticket quality, response and resolution times, root-cause analysis effectiveness, and user satisfaction.