L1 - Service Desk & NOC Engineer

Job description / Role

• Monitor servers, networks, applications, and critical systems using monitoring tools.
• Respond to alerts, investigate issues, and take corrective actions.
• Perform daily health checks on infrastructure components.
• Log, categorize, and prioritize incidents and service requests.
• Provide first-level troubleshooting for hardware, software, and network issues.
• Escalate unresolved issues to L2/L3 teams as per SLA.
• Ensure timely follow-up and closure of tickets.
• Assist users with login issues, password resets, MFA problems, and access requests.
• Provide remote support via phone, email, or remote tools.

• Support basic configuration and troubleshooting of routers, switches, firewalls, and servers.
• Assist with patching, updates, and routine maintenance tasks.
• Monitor bandwidth, connectivity, and system performance.
• Maintain accurate documentation of incidents, resolutions, and system changes.
• Prepare shift handover notes and operational reports.
• Update knowledge base articles and SOPs.
• Coordinate with internal teams for escalations and problem resolution.
• Communicate incident status and updates to stakeholders.
• Work with vendors for hardware/software support when required.

About the Company

SAT Microsystems is one of the leading IT services Company delivering IT business solution to Middle Eastern, African and Asia Pacific clients. SAT provides variety of technology services including Manage IT services which comprises of the entire portfolio of IT Infrastructure and application management by following up ITIL and ISO standards.

Our Head office for Middle east is located in Riyadh (Saudi Arabia), Africa Head office is in Sudan and Asia pacific in New Delhi (India). Facility in New Delhi also houses the company's Offshore Development center.

We provide the best solutions for executives to maximize return on their IT investments. Our deep industry knowledge enables clients to address issues specific to their businesses and our unmatched practices provides the capacity and capability to help ensure we serve our clients beyond their expectations.

Our specialization in Microsoft, HP/Compaq, IBM solutions has enhanced our credibility as a total service provider.

Company's flagship service is IT Managed services which provides the onsite and offshore IT infrastructure management on global delivery platform.