The company is seeking an IT Support Analyst to provide efficient and timely support for end-user computing services in Abu Dhabi, United Arab Emirates. This full-time, on-site position focuses on minimizing downtime and ensuring high user satisfaction through the resolution of technical issues across various devices, applications, and infrastructure.
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Responsibilities:
- Provide L1/L2 support for desktop, laptop, and peripheral-related issues.
- Handle incident and service requests through ITSM tools within defined SLAs.
- Perform hardware and software troubleshooting and resolution.
- Manage user accounts, access provisioning, and password resets via Active Directory.
- Install, configure, and support operating systems, applications, and patches.
- Support users on M365 applications (Outlook, Teams, SharePoint, OneDrive).
- Assist in device imaging, deployment, and asset lifecycle management.
- Ensure timely incident resolution and escalation where required.
- Maintain and update knowledge base articles and SOPs.
- Perform regular system health checks and preventive maintenance.
- Coordinate with vendors for hardware repairs and replacements.
- Support network connectivity troubleshooting (LAN/Wi-Fi/VPN).
- Participate in shift rotations and on-call support if required.
- Ensure compliance with IT security policies, antivirus, and patching standards.
- Maintain accurate documentation of incidents, changes, and configurations.
- Support user onboarding/offboarding activities (device setup, access).
- Contribute to continuous improvement initiatives and automation opportunities.
Skill Set:
- Minimum 4+ years of experience in Desktop Support / EUC environment.
- Strong knowledge of Windows OS (Win 10/11) and optional MacOS.
- Experience in Active Directory, User Administration, and Group Policies.
- Hands-on experience with O365 / M365, Outlook, Teams, OneDrive.
- Knowledge of hardware troubleshooting (laptops, desktops, printers, peripherals).
- Experience in ITSM tools (ServiceNow, Remedy, etc.).
- Basic networking knowledge (LAN/Wi-Fi/VPN troubleshooting).
- Understanding of SLA/KPI-driven support environment.
- Familiarity with endpoint management tools (SCCM / Intune / Endpoint Manager).
- Strong communication and customer handling skills.
Language Requirements: Not specified.
Application Deadline: 15-Sep-2026.
