IT Field Support Engineer

Role Summary

Key Responsibilities

• Install, configure, and support IT infrastructure including desktops, laptops, printers, and network devices.
• Provide on-site technical support for hardware, software, and network-related issues.
• Diagnose and resolve incidents, perform root cause analysis, and escalate complex issues when required.
• Manage and track all incidents and service requests through ticketing tools (ServiceNow/others).
• Perform system upgrades, patching, and maintenance activities with minimal business disruption.
• Support project implementations including system commissioning and deployment at client sites.
• Collaborate with internal teams and vendors to ensure timely issue resolution and service delivery.
• Ensure adherence to SLA timelines, customer satisfaction, and service quality standards.
• Maintain documentation of activities, solutions, and asset inventory.
• Provide end-user training and guidance on IT systems and applications.
• Ensure compliance with organizational policies, security guidelines, and ITIL best practices.

Technical Skills & Requirements

• Strong hands-on experience in IT support, desktop support, and field services.
• Knowledge of Windows OS, Microsoft 365, networking basics (LAN/WAN), and Active Directory.
• Experience with ticketing tools (ServiceNow or similar) and IT service management processes.
• Familiarity with CCTV and Access Control Systems.
• Good troubleshooting and problem-solving skills across hardware and software environments.
• Understanding of ITIL processes (Incident, Problem, Change Management).

Qualifications

• Bachelor’s Degree in Information Technology, Computer Science, or related field.
• Relevant certifications such as Microsoft, Cisco, or CompTIA preferred.
• Valid UAE driving license and willingness to travel across client locations.

Additional Requirements

• 5–8 years of relevant experience in IT field support within UAE.
• Ability to work in a fast-paced, project-driven, and customer-facing environment.
• Physically capable of handling on-site field responsibilities across multiple locations.

Soft Skills

• Strong customer focus and communication skills.
• Ability to work independently and as part of a team.
• High accountability, ownership, and problem-solving mindset.