IT Support Engineer

Job Summary

We are seeking a skilled and customer-focused IT Support Engineer to provide first and second-line technical support to end-users across the organization. The role involves troubleshooting hardware, software, and network issues, managing user accounts, maintaining IT systems, and supporting IT infrastructure. The successful candidate will play a key role in ensuring the smooth operation of IT services while adhering to security and compliance standards.

Job Location: Abu Dhabi

Key Responsibilities

• Provide first and second-line technical support to users via phone, email, remote tools, and in-person.
• Diagnose, troubleshoot, and resolve hardware, software, and network issues on desktops, laptops, mobile devices, and peripherals.
• Manage user accounts, access controls, and permissions within Active Directory, M365, and enterprise systems.
• Install, configure, and maintain operating systems, applications, and IT equipment.
• Support IT infrastructure, including LAN/WAN, VPNs, firewalls, and cloud platforms.
• Perform system monitoring, patching, and routine maintenance to ensure IT systems remain secure and up-to-date.
• Document issues, resolutions, and standard operating procedures in the IT knowledge base.
• Escalate unresolved issues to higher-level engineers or vendors when required.
• Assist with IT asset management, inventory tracking, and procurement.
• Ensure compliance with IT security policies, backup, and disaster recovery procedures.
• Participate in IT projects such as system upgrades, migrations, and new technology rollouts.

Key Competencies

• Excellent troubleshooting and analytical skills.
• Strong time management and organizational skills.
• Ability to work independently and collaboratively within a team.
• Customer-focused with the ability to explain technical concepts to non-technical users.
• Proactive, adaptable, and eager to learn new technologies.

Qualifications & Experience

• Bachelor’s degree in Computer Science, Information Technology, or a related field (preferred).
• Proven experience in an IT Support or Helpdesk role.
• Hands-on knowledge of Windows/Mac OS, Active Directory, M365, VPNs, firewalls, and cloud technologies.
• Familiarity with IT service management frameworks (ITIL is a plus).
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator, ITIL Foundation) are an advantage.