IT Operations & Support Engineer

Job purpose

Service and incident support

• Resolve customer issues and meet task quality, quantity, and key performance indicator targets.
• Analyze incidents, provide solutions, and complete IT service requests within agreed service objectives.
• Keep incident and service-request records current and update relevant teams; set customer expectations for agreed timeframes.
• Document quick fixes and workarounds for problem management, identify recurring issues, support root cause analysis, and help develop permanent solutions.
• Proactively identify issues that may cause user downtime.

Projects and service operations

• Carry out deployment projects using departmental project-management practices and obtain customer feedback after each project.
• Coordinate with vendors, IT coordinators, and other IT teams to maintain system availability.
• Follow IT policies, standards, procedures, and audit and finance regulations.
• Maintain configuration item integrity in the Configuration Management Database for the assigned area.

Qualifications and experience

• 12 years of schooling or equivalent.
• At least 4 years of Information Technology experience.
• Extensive proven experience with systems, operations, and environments of similar size and complexity.
• Experience with service desk tools and technology, such as ITSM, remote access, and knowledge resources. Examples include ServiceNow, Remote Desktop, Active Directory, Azure Admin, Intune, and SCCM.
• Experience delivering a high level of customer service.

Technical knowledge and skills

• Install, configure, and upgrade desktops, laptops, handheld devices, printers, scanners, meeting-room AV devices, presentation tools, and peripherals.
• Use diagnostic tools to identify hardware and software issues and determine hardware root causes.
• Understand TCP/IP, DNS, DHCP, VPN, routers, switches, and firewalls and troubleshoot network connectivity; hands-on Active Directory and Office 365 administration experience is required.
• Expertise in Windows, Android, and macOS troubleshooting, configuration, and remote support tools.
• Knowledge of modern endpoint management, AI-assisted troubleshooting, and workflow automation.
• Certifications such as MCSE, MCP, ITIL Foundation, Azure Fundamentals, CCNA, AWS Certified Cloud Practitioner, or RHCSA are advantageous.

Salary and benefits

• The posting describes an attractive tax-free salary and travel benefits, including discounts on flights and hotel stays; no compensation amount or pay cadence is provided.

Location

• The posting identifies Dubai as the job location and Global Field Support as the role; it does not specify an office attendance policy.