Information Technology Engineer

Role overview

Key responsibilities

• Provide L1 technical support for employees' hardware, software, systems, and network connectivity issues.
• Receive, log, categorise, prioritise, and manage requests through the organisation's ITSM system or ticketing platform.
• Troubleshoot desktops, laptops, printers, Microsoft Office applications, email, user accounts, and connectivity.
• Support onboarding and offboarding, including account setup, access provisioning, hardware allocation, and configuration.
• Assist with installing, configuring, maintaining, and troubleshooting IT equipment, operating systems, and software applications.
• Follow up on outstanding requests to support timely resolution and agreed service levels; escalate complex issues to L2/L3 teams or specialists.
• Keep incident and service request records, including troubleshooting steps and resolutions.
• Guide employees on IT systems, applications, and standard procedures; support routine operations and equipment checks.
• Follow IT policies, security standards, and established procedures to support business continuity.

Qualifications and experience

• Bachelor's degree or diploma in Information Technology, Computer Science, Computer Engineering, or a related field.
• Have 2–4 years of relevant IT support experience, including hands-on L1 support.
• Previous IT support experience in a large organisation or enterprise environment is mandatory.
• A driver's licence is mandatory.

Knowledge and skills

• Understand desktop support, hardware and software troubleshooting, operating systems, Microsoft Office applications, and basic networking.
• Have experience supporting Windows environments, laptops, desktops, printers, email systems, and user accounts.
• Understanding of incident management, service request management, ticket prioritisation, escalation procedures, and SLA requirements.
• Familiarity with ITSM or ticketing tools such as ServiceNow, ManageEngine, Jira Service Management, BMC Remedy, or similar is preferred.
• Bring troubleshooting and problem-solving ability, a customer-focused approach, good communication, and interpersonal skills.
• Be able to manage multiple requests, prioritise tasks, work in a fast-paced environment, and maintain an organised, detail-oriented approach.

Location and availability

• The role is based in Dubai, UAE.
• Immediate availability after accepting an offer is preferred.