Tier 1 Helpdesk Engineer

Kuwait City, Kuwait City, Kuwait

Full Time

Mid Level

KalSoft is currently looking for experienced Tier 1 Helpdesk Engineers to join our team. This role is ideal for professionals with strong expertise in technical support, incident handling, monitoring, and end-user support within enterprise IT environments. The candidate will be responsible for providing first-level operational and technical support, monitoring cloud and infrastructure environments, and ensuring smooth support operations in a 24x7 environment.

Key Responsibilities

Providing first-level technical support for cloud, infrastructure, and enterprise environments.
Monitoring systems, alerts, dashboards, and operational tools.
Handling incident logging, tracking, troubleshooting, and escalation processes.
Supporting end users with technical issues and service requests.
Coordinating with Tier 2 and Tier 3 teams for complex issue resolution.
Ensuring compliance with SLA and operational support procedures.
Supporting rotational onsite and hybrid operational activities.
Maintaining accurate documentation of incidents, resolutions, and operational activities.
Monitoring cloud infrastructure and security alerts.
Preparing daily operational and incident status reports.
Supporting enterprise IT operations and managed services activities.
Ensuring smooth communication between users and technical teams.
Participating in operational improvement and support optimization initiatives.

Requirements

Minimum 3 years of overall professional experience
At least 2 years of experience in IT Helpdesk, Technical Support, or Service Desk environments
Bachelor’s degree or diploma in Computer Science, Information Technology, or related field
Experience in Azure Operations or Managed Services environments preferred
Strong background in Cloud Infrastructure, Monitoring, and Support Operations
Good troubleshooting and problem-solving skills
Experience working in 24x7 support environments and enterprise operations
Basic understanding of cloud infrastructure, networking, and security concepts
Experience with ticketing systems and monitoring platforms
Strong communication and customer support skills
Microsoft certifications such as AZ-104 preferred
Experience in enterprise, government, or banking environments preferred
Kuwait-based candidates preferred or candidates eligible for legal sponsorship in Kuwait

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