Tier 1 Helpdesk Engineer

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
• Bachelors 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