Workplace Engineering Track Engineer
HexawareJobsCloseBy Editorial Insights
Hexaware is hiring a Workplace Engineering Track Engineer for a full-time onsite Service Desk L1 Analyst role in the UAE. Responsibilities include first-line IT support, remote troubleshooting of hardware software networks and apps, logging and prioritizing tickets per SLA, and escalation to L2/L3 when needed. You will use MS Teams for remote steps, perform password resets, install OS and apps, and document resolutions. Ideal candidates have basic OS and network knowledge, strong communication and customer-service skills, 6 months to 3 years IT experience, and a relevant degree or certs, plus 24/7 availability. To apply, tailor your resume to ITSM, incident resolution, remote support, and MS Teams proficiency, confirm UAE onsite eligibility and shift flexibility, and list IT certifications.
Job Description: Service Desk L1 Analyst • Role Purpose: To provide initial technical support, troubleshoot, and resolve end-user IT issues, ensuring minimum downtime and high user satisfaction. • Key Responsibilities: o Serve as the first point of contact for all IT-related incidents and service requests. o Provide remote troubleshooting for hardware, software, network, and application issues. o Log, categorize, and prioritize tickets in the ITSM system according to SLA guidelines. o Using MS Teams and other tools to provide remote troubleshooting steps. o Perform basic diagnostics and escalate unresolved issues to L2/L3 teams when necessary. o Assist users with password resets, account unlocks, and access-related tasks. o Install, configure, and support standard desktop applications and operating systems. o Maintain accurate documentation of issues, resolutions, and technical procedures. o Ensure timely follow-up with end users to confirm issue resolution and satisfaction. • Required Skills & Qualifications: o Technical Skills: Basic understanding of operating systems, networks, ticketing systems, and remote support tools. o Soft Skills: Excellent communication (verbal/written), customer service orientation, and problem-solving abilities. o Experience/Education: B.Tech/ B.CA Typically 6 months to 3 years of experience, often requiring a degree in IT or relevant certifications. o Flexibility: Ability to work in a 24/7 environment, including shifts and weekends