About the Role / About the Job
The IT Support Engineer will be responsible for providing technical support to corporate users across the company’s corporate and branch offices. The role requires expertise in Windows OS troubleshooting, user support, and IT service management. The engineer will handle technical issues, ensure minimal downtime, and support IT infrastructure as per business requirements.
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Key Responsibilities:
- Provide onsite and remote support for corporate users on Windows OS, hardware, and software issues.
- Troubleshoot and resolve desktop, laptop, printer, and peripheral device issues.
- Perform installation, configuration, and maintenance of Windows-based systems and applications.
- Assist in user account management, including password resets, access provisioning, and permissions management.
- Support network connectivity issues.
- Collaborate with IT security teams to ensure compliance with security policies and best practices.
- Monitor and manage IT service requests via ticketing systems and ensure timely resolution.
- Provide support for Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive, etc.).
- Assist in hardware and software upgrades as required.
- Document incidents, solutions, and troubleshooting steps for knowledge base improvement.
- Ensure adherence to ITIL best practices in incident, change, and problem management.
- Report to the Manager – Network & Support and provide regular updates on IT support activities.
Required Qualifications & Skills:
Education:
- Bachelor’s degree in information technology, Computer Science, or a related discipline.
Technical Skills & Experience:
- 3+ years of experience in IT support for corporate users.
- Strong knowledge of Windows OS (Windows 10 & 11) troubleshooting and administration.
- Experience with Active Directory, Group Policies, and User Management.
- Hands-on experience with hardware troubleshooting (laptops, desktops, printers, and peripherals).
- Good understanding of Microsoft 365 applications and administration.
- Basic knowledge of networking concepts (TCP/IP, DNS, DHCP, VPN, Wi-Fi).
- Experience with ITSM tools and ticketing systems.
Certifications (Preferred):
- Microsoft Certifications (MCP, MCSA, or Microsoft 365 Certified: Modern Desktop Administrator Associate).
- CompTIA A+ or CompTIA Network+.
- ITIL 4 Foundation Certification (Preferred).
Soft Skills:
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Ability to work in shifts and provide on-call support as and when required.
- Good time management and ability to prioritize tasks effectively.
- UAE Valid Driving License.
Working Conditions:
- Work Location: the company Corporate Office & Branch Offices.
- Shift-based work may be required to ensure IT support availability.
- Travel to branch offices may be required as per business needs.
