Helpdesk Engineer / IT Support Engineer
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Key skills for this role
About the Role
infasme is seeking a Helpdesk Engineer / IT Support Engineer for a government project in the UAE. The role involves providing Level 1 and Level 2 technical support, troubleshooting Windows OS and Microsoft 365, managing ITSM tickets, and ensuring SLA compliance.
Key Skills for This Role
Responsibilities
- Provide Level 1 and Level 2 support for end users
- Troubleshoot Windows OS and Microsoft 365 applications
- Diagnose and resolve hardware, software, and network issues
- Manage ITSM tickets using tools such as ManageEngine, Jira, ServiceNow, or BMC
- Ensure SLA compliance and high first call resolution
- Manage Active Directory users, groups, and permissions
- Perform installations, configurations, and system updates
- Support VPN, LAN/WAN connectivity, and basic network devices
- Maintain IT documentation and knowledge base articles
- Provide user support, guidance, and basic training
- Prepare reports and identify areas for service improvement
Requirements
- 3–6 years of IT Support / Helpdesk experience in the UAE
- Bachelor's degree in IT or related field
- Proficiency in Windows OS and Microsoft 365
- Experience with Active Directory administration
- Experience with ITSM tools such as ManageEngine, Jira, ServiceNow, or BMC
- Knowledge of LAN/WAN, VPN, and basic networking support
- Hardware and software troubleshooting skills
- ITIL, MCSA, or CCNA certification is a plus
- Previous experience supporting government or enterprise environments preferred
Full Job Posting
Job Overview
- We are looking for a skilled and customer focused Helpdesk Engineer / IT Support Engineer to join our team and support a major Government project in the UAE.
- Location: UAE
- Project Type: Government / Enterprise IT Support
- Candidate must currently be based in the UAE
- Experience Required: 3–6 years of IT Support / Helpdesk experience in the UAE
Key Responsibilities
- Provide Level 1 and Level 2 support for end users
- Troubleshoot Windows OS and Microsoft 365 applications
- Diagnose and resolve hardware, software, and network issues
- Manage ITSM tickets using tools such as ManageEngine, Jira, ServiceNow, or BMC
- Ensure SLA compliance and high first call resolution
- Manage Active Directory users, groups, and permissions
- Perform installations, configurations, and system updates
- Support VPN, LAN/WAN connectivity, and basic network devices
- Maintain IT documentation and knowledge base articles
- Provide user support, guidance, and basic training
- Prepare reports and identify areas for service improvement
Required Technical Skills
- Windows OS and Microsoft 365
- Active Directory administration
- ITSM tools such as ManageEngine, Jira, ServiceNow, or BMC
- SCCM / Endpoint management tools
- LAN/WAN, VPN, and basic networking support
- Hardware and software troubleshooting
- Ticket management and SLA follow up
Qualifications
- Bachelor’s degree in IT or a related field
- 3–6 years of relevant experience in the UAE is required
- ITIL, MCSA, or CCNA certification is a plus
- Previous experience supporting government or enterprise environments is preferred
Soft Skills Required
- Strong problem solving skills
- Excellent communication skills
- Ability to work under pressure
- Customer focused attitude
- Teamwork and attention to detail
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