Support Engineer

Company: Al-Futtaim Corporate Services

Overview Of The Role:

The IT Technical Support role serves as the first line of support for end-users, ensuring seamless operations through timely and effective resolution of hardware and software issues. This position plays a vital part in maintaining business continuity by responding to service desk requests, troubleshooting technical problems, and coordinating with internal and external teams to uphold service standards. Reporting to the Senior Manager – IT , the role is essential in driving high-quality technical support and enhancing user satisfaction across the organization.

What You Will Do:

User Support & Issue Resolution

• Act as the primary point of contact for all user technical issues, delivering first- and second-level support in line with agreed SLAs.
• Resolve incidents through phone, email, remote support, or on-site troubleshooting to maintain high customer satisfaction.
• Coordinate with the AFG Service Desk to ensure timely handling of user requests and escalation where required.
• Provide analytical and technical solutions to address user needs and system challenges.
• Participate in team meetings to review pending cases, share updates, and contribute to continuous improvement initiatives.
• Support after-hours coverage as per the team roster.

Project Support

• Execute assigned project tasks in alignment with project specifications, timelines, and quality guidelines.
• Coordinate with senior managers to understand project requirements and ensure adequate hardware and software support.
• Assist in IMAC (Install, Move, Add, Change) activities as required.
• Ensure tasks are completed within agreed timeframes and budgets.

Procurement & Asset Support

• Assist users in identifying IT procurement needs and provide justification for recommended hardware solutions aligned with business requirements

Vendor & Maintenance Management

• Monitor vendor performance related to maintenance contracts to ensure adherence to SLAs.
• Maintain strong working relationships with vendors to secure reliable support and timely issue resolution.

Job Context

This role requires analytical thinking, problem-solving, and the ability to work independently while ensuring alignment with organizational IT strategies. The IT Technical Support professional will identify recurring issues, recommend improvements, and maintain strong communication with end-users. The role demands a customer-focused approach and a commitment to reinforcing Al-Futtaim values across the user community.

Required Skills To Be Successful:

• Strong technical troubleshooting skills across hardware, software, and client computing technologies.
• Ability to manage multiple priorities, work independently, and communicate clearly with users.
• Strong analytical and problem-solving skills with attention to detail.
• Knowledge of Windows OS, MS Office, email systems, PC peripherals, and basic networking.
• Customer-centric mindset with adaptability and willingness to work in shifts.

What Qualifies You For The Role:

• Education: Bachelor’s degree in Computer Science, Information Technology, or related fields.
• Certifications: MCSE, CCNA, ITIL, or equivalent is preferred.
• Experience: 4–5 years of technical support experience across hardware, software, and basic network operations.
• Proven experience supporting desktops, laptops, POS systems, and mobile computing technologies.
• Strong knowledge of IT infrastructure components and end-user technologies.

Seniority Level

Mid-level

Industry

Technology / Shared Services

Employment Type

Full-time

Job Functions

Information Technology, Technical Support