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IT Support Engineer

BITS SECURE IT INFRASTRUCTURE LLC
Dubai, UAE
Full Time
Mid
Field
AED 3,000/month / month
Today
Windows ServerActive DirectoryMicrosoft 365LAN/WANTCP/IPDNS
Free

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Windows ServerActive DirectoryMicrosoft 365
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About the Role

  • We are seeking a proactive and customer focused IT Support Engineer to join our team, responsible for delivering AMC support, preventive maintenance, and project implementation assistance to customers across the UAE.

Key Responsibilities

  • AMC Customer Support: Provide remote and on site technical support to AMC customers, troubleshooting desktops, laptops, printers, servers, networks, Wi Fi, firewalls, Microsoft 365, and other IT systems.
  • Attend incidents and service requests within agreed response and resolution times, taking full ownership of assigned tickets.
  • Provide regular updates to customers and internal teams throughout the ticket lifecycle.
  • Coordinate with internet service providers and third party vendors when required.
  • Preventive Maintenance (PPM): Conduct scheduled preventive maintenance visits, checking health and performance of servers, storage, backups, network devices, firewalls, etc.
  • Verify antivirus, endpoint protection, OS updates, patches, backup status, event logs, hardware alerts, and storage utilisation.
  • Identify technical risks and recommend corrective actions.
  • Project Implementation Support: Assist project teams with installation and configuration of IT infrastructure.
  • Support device staging, rack installation, patching, labelling, testing, commissioning, and snag closure.
  • Record serial numbers, IP addresses, configurations, licences, and installation details.
  • Ticket and SLA Management: Record every incident, request, activity, and site visit in the helpdesk/ERP system.
  • Work according to customer specific SLA priorities and escalation procedures.

Required Qualifications & Experience

  • Bachelor's degree or diploma in Information Technology, Computer Science, Electronics, or a related discipline.
  • 4+ years of hands on experience in IT support, field support, infrastructure support, or AMC customer support.
  • Working knowledge of Windows desktop and server operating systems, Active Directory, Microsoft 365, user administration, and permissions.
  • Basic knowledge of LAN/WAN, TCP/IP, DNS, DHCP, VLANs, switches, routers, Wi Fi, VPNs, and firewalls.
  • Experience supporting desktops, laptops, printers, servers, backups, antivirus, endpoint protection, and peripheral devices.
  • Ability to troubleshoot issues systematically and work independently at customer sites.
  • Good written and spoken English.
  • A valid UAE driving license is strongly preferred.

Preferred Certifications

  • CompTIA A+ or Network+
  • Microsoft certification
  • CCNA or equivalent
  • Fortinet, Sophos, Aruba
  • ITIL Foundation

Core Competencies

  • Technical troubleshooting and problem solving
  • Customer service orientation
  • Ticket ownership and SLA discipline
  • Clear documentation and reporting
  • Time management and prioritisation
  • Teamwork and willingness to learn

Working Conditions

  • Regular travel to customer sites across the UAE.
  • Support outside normal business hours may be required.
  • Participation in an on call or standby schedule may be required.
  • The role involves site work, server room and rack access, and handling IT equipment.

Pay

  • AED 3,000 AED 5,000 per month

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