User Support Engineer

Position: User Support Engineer

Location: Dubai

Experience Required: 3–5 years

Reports to: IT Infrastructure Manager

Role Summary

The User Support Engineer will be responsible for providing technical support and assistance to end-users, ensuring smooth operation of desktops, laptops, applications, and peripherals. The role requires strong troubleshooting skills, customer service orientation, and the ability to resolve technical issues effectively while maintaining high user satisfaction.

Key Responsibilities

• Provide first and second-level technical support to end-users via phone, email, or in person.
• Install, configure, and maintain desktops, laptops, printers, and other peripherals.
• Troubleshoot hardware, software, and network connectivity issues.
• Support Microsoft Windows, Office 365, Outlook, Teams, and collaboration tools.
• Manage user accounts, permissions, and access through Active Directory and related systems.
• Escalate complex issues to higher support levels and follow through until resolution.
• Maintain accurate logs of issues, resolutions, and user feedback in the ticketing system.
• Assist in onboarding new employees with IT equipment setup and training.
• Ensure compliance with IT policies, security standards, and data protection guidelines.

Qualifications & Skills

• Bachelor’s degree in Computer Science, Information Technology, or related field preferred.
• 3–5 years of experience in IT user support/helpdesk roles.
• Strong knowledge of Windows operating systems, Microsoft Office 365 suite, and common business applications.
• Hands-on experience with desktop/laptop hardware, peripherals, and mobile devices.
• Familiarity with Active Directory, ticketing tools (ServiceNow, ManageEngine, or equivalent).
• Knowledge of basic networking concepts (TCP/IP, DNS, DHCP, VPN).
• Strong problem-solving, communication, and customer service skills.
• Certifications such as ITIL Foundation, CompTIA A+, Microsoft MCSA/MD-100/MD-101 are an advantage.

Key Attributes

• Customer-focused with a positive and professional attitude.
• Strong sense of accountability and ownership of issues.
• Ability to work independently and as part of a team.
• Willingness to work flexible hours or provide on-call support when required.