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We are looking for a skilled and customer-focused Helpdesk Engineer / IT Support Engineer to join our team and support a major Government project in the UAE.
- Location: UAE
- Project Type: Government / Enterprise IT Support
- Candidate must currently be based in the UAE
- Experience Required: 3–6 years of IT Support / Helpdesk experience in the UAE
Purpose of the Role:
The selected candidate will be responsible for providing Level 1 and Level 2 technical support, troubleshooting user issues, managing ITSM tickets, and ensuring smooth IT operations in line with SLA requirements.
Key Responsibilities:
- Provide Level 1 and Level 2 support for end users
- Troubleshoot Windows OS and Microsoft 365 applications
- Diagnose and resolve hardware, software, and network issues
- Manage ITSM tickets using tools such as ManageEngine, Jira, ServiceNow, or BMC
- Ensure SLA compliance and high first-call resolution
- Manage Active Directory users, groups, and permissions
- Perform installations, configurations, and system updates
- Support VPN, LAN/WAN connectivity, and basic network devices
- Maintain IT documentation and knowledge base articles
- Provide user support, guidance, and basic training
- Prepare reports and identify areas for service improvement
Required Technical Skills:
- Windows OS and Microsoft 365
- Active Directory administration
- ITSM tools such as ManageEngine, Jira, ServiceNow, or BMC
- SCCM / Endpoint management tools
- LAN/WAN, VPN, and basic networking support
- Hardware and software troubleshooting
- Ticket management and SLA follow-up
Qualifications:
- Bachelor’s degree in IT or a related field
- 3–6 years of relevant experience in the UAE is required
- ITIL, MCSA, or CCNA certification is a plus
- Previous experience supporting government or enterprise environments is preferred
Soft Skills Required:
- Strong problem-solving skills
- Excellent communication skills
- Ability to work under pressure
- Customer-focused attitude
- Teamwork and attention to detail