Field Support Engineer (UAE National)

Job Description

Responsibilities

• Provide on-site and remote support for end-user devices, including desktops, laptops, and peripherals.
• Troubleshoot and resolve issues related to operating systems, applications, and network connectivity.
• Install, configure, and maintain end-user hardware and software, ensuring compliance with IT policies.
• Manage user accounts, access rights, and group policies in Active Directory, maintaining a secure and efficient environment.
• Support and troubleshoot connectivity issues, such as LAN, Wi-Fi, VPN, and IP telephony, ensuring seamless communication.
• Coordinate with vendors for hardware repairs or replacements, ensuring timely and cost-effective solutions.
• Accurately log and track incidents and service requests in the ITSM tool, following up on resolutions.
• Assist with onboarding and offboarding processes, setting up devices and configuring user profiles.
• Participate in IT asset management, inventory, and compliance reporting, ensuring accurate records.
• Maintain up-to-date documentation, FAQs, and user guides, providing easy access to common solutions.

Qualifications

• A Bachelor's Degree in Information Technology or a related field is desirable.
• Strong knowledge of Windows 10/11, Microsoft Office Suite, and basic networking concepts is essential.
• Familiarity with ITSM/ticketing systems, such as ServiceNow or ManageEngine, is preferred.
• Understanding of IT security, endpoint protection, and patching practices is advantageous.
• Certifications like CompTIA A+, Microsoft MCSA, or ITIL Foundation are highly regarded.
• Experience supporting mobile devices and collaboration tools (e.g., Teams, Zoom) is a plus.
• Excellent communication skills in English, both verbal and written, are essential.
• A logical and analytical mindset, with strong problem-solving abilities, is required.