IT Support Engineer

Role overview

End-user and desktop support

• Provide L1/L2 support through onsite and remote channels.
• Troubleshoot hardware, software, operating system, and application issues.
• Install, configure, and maintain desktops, laptops, printers, and other IT equipment.
• Configure Windows, Microsoft 365, email accounts, and user profiles.
• Troubleshoot network connectivity, Wi-Fi, VPN, and internet issues.
• Manage user accounts, permissions, and access.

Networking, infrastructure, and servers

• Troubleshoot LAN/WAN, switches, routers, access points, TCP/IP, DNS, DHCP, and other network services.
• Assist with network infrastructure installation, configuration, and maintenance.
• Administer and troubleshoot Windows/Linux servers; assist with installation, configuration, maintenance, and monitoring.
• Work with firewalls, VPNs, and security appliances, including authorized troubleshooting of rules and access.
• Assist with backup, antivirus/endpoint security, and system monitoring.
• Escalate complex infrastructure and security issues to senior engineers.

Projects and IT operations

• Attend client sites for installations, troubleshooting, upgrades, and maintenance.
• Assist with deployment and configuration of servers, firewalls, switches, Wi-Fi, and end-user devices.
• Coordinate with clients and internal teams to resolve technical issues.
• Prepare documentation, installation records, and service reports; support handover and post-deployment.
• Maintain IT asset and configuration records; update tickets and document troubleshooting and resolutions.
• Follow support procedures, SLAs, and escalation processes; coordinate with vendors when needed.

Technical skills

• Windows 10/11, Windows Server, Microsoft 365, Active Directory, DNS, and DHCP.
• TCP/IP, networking, routers, switches, Wi-Fi, VPN, and firewalls.
• Hardware troubleshooting, backup and antivirus solutions, basic virtualization, ticketing/helpdesk systems, and server/network monitoring.

Qualifications and experience

• Bachelor’s degree or diploma in IT, Computer Science, Information Technology, or a related field.
• 2–4 years of IT support or infrastructure experience.
• Hands-on experience with servers, networking, and firewalls.
• Strong troubleshooting and problem-solving skills; good English communication.
• Ability to work independently, handle multiple support requests, and travel to client locations within the UAE.
• UAE experience and prior client-site/project experience are preferred.

Driving and certifications

• A valid UAE driving license is preferred; having a car is an added advantage.
• CompTIA A+, CompTIA Network+, CCNA, Microsoft, Fortinet, Sophos, SonicWall, ITIL, or other relevant networking/infrastructure certifications are preferred.