IT Support Engineer (UAE National)

Job Purpose

Key Responsibilities

• Provide technical support in person, by phone, email, and remote access tools for desktops, laptops, printers, mobile devices, and collaboration tools.
• Diagnose and resolve hardware and software issues across Windows, macOS, and Linux platforms.
• Manage and respond to IT support tickets within SLA timelines, document troubleshooting steps, and escalate unresolved issues when required.
• Install, configure, and maintain operating systems, applications, and patches for endpoint devices.
• Administer user accounts, groups, and permissions through Active Directory.
• Manage employee onboarding and offboarding, including hardware provisioning, account setup, shared drive access, and access controls.
• Ensure system readiness and provide IT support for client meetings and demos.
• Troubleshoot network-related issues, including VPN, Wi-Fi, LAN/WAN, switching, and firewall configurations.
• Enforce endpoint security compliance by managing antivirus, encryption, and system updates.
• Maintain IT asset inventory and documentation, including network diagrams, user manuals, and configuration records.
• Coordinate with third-party vendors for hardware/software procurement, warranty claims, and technical support.
• Create and update technical documentation and contribute to internal knowledge base articles. Ensure IT operations comply with corporate security policies, data protection standards, and best practices.
• Support system administrators with infrastructure maintenance tasks, including patching, backup monitoring, and server checks, when required.
• Monitor IT systems using monitoring tools to ensure uptime and performance.
• Manage application deployment and updates through Mobile Device Management platforms.
• Manage file servers, including shared folder creation, access permissions, and security settings.

Qualifications & Technical Skills

• Bachelor’s degree in Computer Science, Information Technology, or a related discipline (or equivalent industry experience).
• 2-3 years of proven experience in enterprise IT support roles.
• Strong hands-on experience with Windows, macOS, and Linux operating systems.
• Proficient in networking fundamentals including TCP/IP, VLANs, routing, DNS, DHCP, and firewall policies.
• Experience managing identity and access using Active Directory, Group Policy, Microsoft 365, and Google Workspace (G Suite).
• Familiar with remote support and ticketing platforms such as Service Desk, ServiceNow, or Fresh service.
• Strong communication, documentation, and problem-solving skills.
• IT certifications such as CompTIA A+, Network+, MCSA, CCNA,CCNP or similar are preferred.