Service Desk Engineer – IT Support - Hiring UAE National

Role overview

Responsibilities

• Provide Level 1 IT support by phone, email, chat, and ticketing systems.
• Log, categorize, prioritize, and resolve incidents and service requests; troubleshoot hardware, software, network, printer, and connectivity issues.
• Support Windows, Microsoft 365, Outlook, Teams, Active Directory, and standard business applications.
• Perform password resets, account unlocks, and basic user-access support; escalate unresolved issues to Level 2 or Level 3.
• Track tickets through closure and update users; support onboarding and offboarding.
• Install and configure computers, peripherals, and standard software; maintain ITSM records.
• Follow IT service-management processes and SLAs; contribute knowledge-base and troubleshooting documentation.
• Coordinate with infrastructure, network, security, and application teams as required.

Requirements

• Bachelor’s degree or diploma in IT, Computer Science, Information Systems, or a related field.
• Service Desk, Help Desk, IT Support, or Desktop Support experience is preferred.
• Good understanding of Windows and Microsoft 365; basic knowledge of Active Directory, networking, hardware, and software troubleshooting.
• Familiarity with ITSM or ticketing tools.
• Good communication, customer-service, problem-solving, and troubleshooting abilities.
• ITIL knowledge or certification is an advantage.
• Ability to work shifts if required.

Skills

• Service Desk, IT Support, Help Desk, Desktop Support, technical support, incident management, and service request management.
• Windows, Microsoft 365, Outlook, Teams, Active Directory, user account management, and ITSM/ticketing systems.
• Hardware, software, and network troubleshooting; SLA management, remote support, user onboarding, and knowledge-base documentation.

Location

• The description identifies the role location as UAE.

Employment