Information Technology Support Engineer

Work location

• The stated work location is Dubai, UAE.

Compensation

• Salary is up to AED 4,000, all inclusive; no pay cadence is stated.

Role overview

Essential job functions

• Log helpdesk issues, update users on progress, and confirm satisfaction upon closure.
• Resolve issues by following technical procedures; install, maintain, and diagnose PC software, hardware, and peripherals within the standard operating environment.
• Follow change-control procedures, identify problems, and work with IT colleagues to resolve root causes.
• Administer security patching to global compliance levels and monitor systems for critical issues.
• Escalate issues to functional experts or vendors, and write or update technical support-process documentation.
• Administer user authentication systems, hardware inventory, security patches, and standard-environment compliance.
• Participate in or coordinate IT infrastructure projects and other projects as required; work to agreed service levels.

Minimum qualifications

• A bachelor's degree in science or a related field, with general-level English.
• Mandatory experience in IT support or customer service roles in an MNC.
• Proficient skills in Windows 10, Windows 11, and Microsoft 365; basic Cisco networking and Windows Server management skills; experience with Active Directory.
• Proficient in on-site and remote support, including assistance to senior stakeholders.
• JIRA or ServiceNow ticketing-system knowledge is preferred.
• Customer service experience is advantageous; experience working with computers or other technology is desirable.

Desired characteristics

• Strong customer-service focus, communication, listening, problem-solving, multitasking, prioritization, teamwork, and attention to detail.
• Able to learn business processes, follow procedures methodically, work under pressure, and collaborate across organizational levels.
• Able to work autonomously with direct management across locations, work flexible hours occasionally, and undertake workplace training and self-development.