Receive, diagnose, and resolve incidents and service requests through the approved ITSM platform and support procedures. Support laptops, desktops, operating systems, Microsoft 365, printers, peripherals, and standard workplace applications. Provide user-account, access, password, and Microsoft 365 support within approved identity and security controls. Configure, deploy, replace, and recover endpoint devices and maintain accurate asset and assignment records. Support meeting rooms, conferencing equipment, and common workplace technology. Escalate unresolved or specialist issues with complete diagnostics, evidence, and user-impact information. Maintain knowledge articles, resolution notes, and recurring-issue records while contributing to first-contact resolution improvement. Follow security, confidentiality, acceptable-use, access, and data-handling requirements at all assigned locations. Support agreed user onboarding/offboarding and office-move activities. Work from different offices or emirates when assigned through the agreed operational schedule.
Ready to apply for roles like this?
Unlock the company name and direct application link. Subscribers get instant access to fresh jobs across Dubai, Abu Dhabi and Riyadh, many with visa support.
Unlock employer & apply directly
Location
Al Ain, United Arab Emirates
Requirements
- Minimum 5 years of professional end-user computing, desktop support, or service support experience.
- Strong hands-on experience with Windows endpoints, Microsoft 365, hardware troubleshooting, printers, and common enterprise applications.
- Working knowledge of Active Directory/Entra ID, endpoint management, Intune/MDM, and ITSM ticketing tools.
- ITIL 4 Foundation, CompTIA A+/Network+ or Microsoft Endpoint certification preferred.
- Professional customer-service skills, clear ticket documentation, and the ability to work independently onsite.
- Arabic and English communication skills are strongly preferred for user-facing support.
Preferred Profile
- Previous experience providing onsite support within UAE government entities.
- Working knowledge of TDRA-related access, connectivity, or government technology-support processes.
- Experience supporting users across multiple offices and coordinating priority incidents.
Expected Contribution
- Tickets are accurately recorded, prioritised, owned, and resolved or escalated against the confirmed SLA.
- Users receive professional, consistent support across all assigned locations.
- Asset, endpoint, and resolution records remain accurate and auditable.
- Recurring issues and knowledge gaps are documented and reduced over time.
