IT Helpdesk Support

The IT Helpdesk Support is responsible for providing end-user support related to all Level 1 issues, ensuring the IT Network Infrastructure's performance and availability is healthy and functional. The Support Engineer is tasked with the ongoing support of systems and hardware peripherals, providing client support, and working closely with users to understand business needs.

Responsibilities

• Provide first-line technical support to users by diagnosing and resolving hardware, software, and network-related issues efficiently.
• Install, configure, and maintain IT peripherals such as laptops, desktops, printers, and related devices in compliance with company policies.
• Manage and support Microsoft Office 365, Active Directory, DNS, and DHCP services to ensure smooth IT operations.
• Monitor systems, networks, and equipment performance to identify malfunctions, analyze faults, and implement timely corrective actions.
• Perform routine preventive maintenance, health checks, and monitoring of IT infrastructure to ensure network security and minimize downtime.
• Maintain accurate documentation of IT assets, troubleshooting activities, fixes, procedures, and technical recommendations.
• Escalate unresolved technical issues to higher-level support teams and coordinate with vendors for issue resolution and follow-up.
• Configure and manage backup solutions, including Synology backup systems, to ensure data protection and recovery readiness.
• Design, deploy, and improve IT service delivery processes in alignment with corporate guidelines, SLA requirements, and business objectives.
• Liaise with clients and Group IT teams to gather requirements, support infrastructure improvements, and proactively maintain reliable IT services.

Qualifications

• Bachelor of Computer Engineering or Equivalent
• Certifications in Cisco & Microsoft preferred

Location
Dubai, Dubai, United Arab Emirates