About the Role
The company is expanding its Managed Services team and seeking IT Support Engineers who are ready to start immediately. In this position, you will be the primary technical contact for a portfolio of managed service provider (MSP) clients. This involves handling support tickets, troubleshooting issues related to users, servers, and networks, keeping documentation current, and preemptively resolving problems before they impact clients. Most work will be conducted remotely using our helpdesk and remote monitoring and management (RMM) tools, with regular on-site visits to client offices across the UAE.
This role is ideal for an individual who is proficient in both Windows and Mac environments, enjoys variety in their work, and excels at explaining technical concepts to non-technical individuals in straightforward terms.
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What You’ll Do
- Respond to and resolve support tickets within agreed service level agreements (SLAs)
- Support end users across Windows, macOS, Microsoft 365, and common business applications
- Manage and maintain Windows servers, backups, and basic virtualization
- Monitor client environments using RMM tools and respond to alerts
- Address basic networking issues (switches, firewalls, Wi-Fi, VPN) and escalate when necessary
- Clearly document fixes, configurations, and client environments
- Conduct on-site visits for installations, onboarding, and hands-on support
Requirements
- Degree in IT, Computer Science, or equivalent
- Minimum of 2 years of IT support experience in the UAE with an MSP
- Hands-on experience with RMM tools (e.g., NinjaOne, ConnectWise, Datto)
- Experience working within a ticketing system with SLAs (e.g., Zohodesk, Freshdesk, Zendesk, HaloPSA)
- Microsoft 365 certification (e.g., MS-900, MD-102, or MS-102)
- Availability to start immediately or within a short notice period
- Strong hands-on experience supporting Windows and macOS users
- Working knowledge of Windows Server, virtualization, and backup and disaster recovery
- Solid troubleshooting skills with a commitment to clear documentation
- Confident communication skills for interacting with clients as their main technical point of contact
- Willingness to support multiple clients and travel to sites across the UAE
Employment Type
Salary and Benefits
- Salary: AED 6,000 – 8,000 per month
- Medical insurance
- Annual air ticket
- Annual leave after completing 1 year
- Paid vendor training and certifications
- Exposure to a diverse range of clients and technologies
