IT Support Engineer

Job Overview

The IT Support Engineer will provide frontline technical assistance to employees, ensuring timely resolution of hardware, software, and networking problems to support seamless business functions in Abu Dhabi, UAE.

Primary Duties

• Serve as initial contact (Tier 1/2) for IT support inquiries through helpdesk, telephone, or direct interaction.
• Set up and manage desktops, laptops, printers, mobile devices, and related peripherals.
• Administer user accounts, email systems, and access rights per the organization's IT policies.
• Diagnose and resolve issues with hardware, software, operating systems, and network connections, escalating more complex problems to the IT System Administrator when necessary.
• Provide support for video conferencing technologies, AV equipment in meeting rooms, and collaboration platforms.
• Keep an updated inventory of IT assets, including equipment, licensed software, warranties, and service logs.
• Assist with employee onboarding and offboarding by provisioning or deactivating IT resources and system access.
• Conduct routine maintenance tasks such as software updates, antivirus scans, and backup validations on end-user devices.
• Adhere to and help implement IT security measures, including password standards, device encryption, and cybersecurity awareness training.
• Document frequent issues and fixes to maintain an internal knowledge repository.
• Liaise with external vendors regarding equipment repairs, replacements, and warranty services.
• Contribute to infrastructure upgrades, system deployments, and digital transformation projects.

Qualifications

• Diploma or Bachelor's degree in IT, Computer Science, or a closely related discipline.
• Between 1 and 4 years of practical experience in IT support or helpdesk functions.
• Familiarity with Windows, macOS, Microsoft 365, Active Directory user management, and fundamental networking concepts such as LAN, Wi-Fi, and VPN troubleshooting.
• Experience using IT ticketing platforms like ServiceNow or Freshservice.
• Basic knowledge of cybersecurity principles and IT compliance requirements.
• Certifications such as CompTIA A+, Network+, or equivalent are preferred.
• Proficient in English, with Arabic language skills considered a plus.
• Authorized to work in the UAE.

Key Skills and Attributes

• Customer-focused attitude, adept at assisting users with varied technical skills.
• Strong analytical and problem-solving capabilities.
• Effective prioritization and stress management skills.
• Clear and effective communication, both spoken and written.
• Commitment to confidentiality and ethical conduct.
• Well-organized approach with keen attention to detail.
• Team-oriented mindset with proper issue escalation practices.