Senior IT Field Engineer

Role Overview

Customer and Infrastructure Support

• Provide on-site and remote IT support to customers across the UAE.
• Diagnose and resolve desktop, laptop, server, network, application, and infrastructure issues.
• Participate in infrastructure deployments, migrations, upgrades, and customer projects.
• Perform infrastructure assessments and technical site surveys.

Microsoft and Server Administration

• Maintain Windows 10/11, macOS, Windows Server, Active Directory, Group Policy, DNS, DHCP, file and print services, Microsoft 365, Exchange Online, SharePoint, Teams, Entra ID, Intune, Autopilot, and Azure.
• Support Dell PowerEdge, HPE ProLiant, Lenovo servers, RAID, iDRAC/iLO, firmware, storage, memory, disks, and hardware failures.
• Support VMware ESXi and Microsoft Hyper-V virtualization environments.

Networking and Security

• Troubleshoot LAN, WAN, Wi-Fi, VLAN, VPN, routing, switching, SD-WAN, and internet connectivity issues.
• Configure and troubleshoot Fortinet FortiGate, Sophos, Cisco, Ubiquiti, and similar firewalls and security appliances.
• Implement and troubleshoot MFA, Conditional Access, Microsoft Defender, endpoint protection, EDR/XDR, email security, and identity-security controls.

Backup and IT Management

• Support Acronis Cyber Protect Cloud, Veeam, Azure Backup, and related backup and disaster-recovery technologies.
• Perform health checks, patching, firmware upgrades, monitoring, preventive maintenance, and backup and restore testing.
• Work with RMM, ticketing, monitoring, patch-management, remote-support, endpoint-management, and asset-management platforms.

Customer Operations and Documentation

• Handle Microsoft 365 migrations, tenant administration, user onboarding and offboarding, mailbox, Outlook, Teams, OneDrive, SharePoint, and security issues.
• Support NAS/SAN, printers, scanners, IP phones, access points, CCTV-related connectivity, and other IT peripherals.
• Maintain technical documentation, asset records, credential procedures, service reports, and customer environment details.
• Coordinate with vendors, ISPs, OEM support, and third-party technology providers while following incident, request, escalation, and change procedures.

Candidate Requirements

• Bachelor’s degree in IT, computer science, computer engineering, information systems, networking, cybersecurity, or a closely related discipline.
• At least five years of hands-on IT infrastructure or field-support experience.
• Strong experience supporting business customers in field or on-site environments.
• Strong Windows Server, Microsoft 365, networking, and infrastructure-troubleshooting skills.
• Ability to troubleshoot independently at customer locations and manage multiple customer priorities.
• Willingness to travel to customer sites across Dubai and other Emirates.
• Valid UAE driving license is mandatory.

Preferred Qualifications

• Previous experience with an IT service provider, managed service provider, system integrator, or outsourced IT support company is strongly preferred.
• Relevant Microsoft, Cisco, Fortinet, VMware, Azure, or similar certifications are advantageous.