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

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• 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

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• 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