IT Support Engineer

Black & White Engineering is a multi-award-winning engineering consultancy, with over 900 employees in teams based in our UK, European, Middle East and Asia Pacific offices. We have been providing a wide range of engineering consultancy services since 2007.

Due to the continued growth of our business, we have an exciting opportunity for an enthusiastic and highly motivated technical support engineer to join our team at our Dubai office. Assisting with the smooth running of the IT infrastructure, the successful candidate will be part of a robust team that provide support across the business ensuring hardware and software issues are resolved promptly and effectively.

The successful candidate will have a wealth of experience in EUC support, Enterprise IT Infrastructure implementation and support both on Cloud and on premise. They will have a thorough understanding of IT Security best practices. Excellent communication skills both face to face and over the phone and have worked in a similar position supporting end users and troubleshooting.

Role Requirements

The successful candidate would have technical skills in the following areas:

• Understanding of and experience with Incident/Request/Problem ITIL principles
• End user compute support across all locations
• Microsoft Windows Desktop, Server OS and Virtual environment administration
• Knowledge of Server based hardware (e.g., Dell, HP)
• Excellent knowledge of the Microsoft Cloud stack, including Azure Cloud, Azure AD, M365 product suite with a particular focus on Exchange online, SharePoint and M365 Copilot administration
• Can display a strong understanding of Microsoft Defender suite for Endpoints (Intune), AIP, DLP and Cloud security
• Experience in the implementation and management of Networks, Wi Fi and Enterprise Firewall solutions across a wide range of vendors
• Knowledge of enterprise Backup Solutions (e.g., Veeam, Azure Backup)
• Implement and maintain Cloud and on prem storage solutions
• Experience with monitoring solutions utilizing traffic analyzer, NetFlow collectors, and capacity management tools.

Role Responsibilities

• To provide support to users in resolving IT application related incidents, service requests and problems in a timely and efficient manner in line with Business requirements.
• To provide timely communication to users on the status of their service requests and incidents.
• Prioritise and schedule assigned support activities and tasks
• To apply appropriate application maintenance, support and incident management processes and procedures to support and maintain IT applications, and to investigate and resolve IT application related incidents
• Provide first line support for business applications and support of associated business software
• Liaise with 3rd Party Suppliers of solutions in support of IT application related incidents and ensure problems are resolved in a timely and professional manner
• Design, test and modify management reports using existing tools
• To support the development of applications under the supervision of the Group IT Manager
• Maintain IT application support technical documentation
• Police IT Policies and Procedures to ensure compliance with ISO 27001.
• Monitoring of Hardware and Software inventory and ensuring that only approved/licenced devices and software's are used
• Carry out ad hoc duties as required by the Group IT Manager

Getting Results and Working Together

The post holder will be expected to operate in line with our workplace values:

ACCOUNTABILITY > Everyone is accountable.

INTEGRITY > We are straight talking, respectful and fair.

SIMPLICITY > Both in our approach and solutions.

SUPPORTIVE > We are approachable, inclusive and recognise success.

QUALITY > We strive to get it right first time, every time.