Service Desk Engineer – IT Support - Hiring UAE National

Role overview

Responsibilities

• Provide Level 1 support through 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 L2 or L3 teams.
• Track tickets through closure, update users, and maintain accurate ITSM records.
• Support onboarding and offboarding; install and configure computers, peripherals, and standard software.
• Follow IT service-management processes and SLA requirements; contribute to 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 skills.
• ITIL knowledge or certification is an advantage.
• Ability to work shifts if required.

Skills

• Service Desk, IT Support, Help Desk, Desktop Support, and Technical Support.
• Incident and service request management; troubleshooting; Windows; Microsoft 365; Outlook; Microsoft Teams; Active Directory.
• User account management; hardware and software support; network troubleshooting; ITSM and ticketing systems; SLA management.
• Remote support; ITIL; end-user support; user onboarding; knowledge-base documentation; customer service.

Location

• The description states the location as UAE.