IT Support Engineer/Agent

Responsibilities

• ● Receive, diagnose and resolve incidents and service requests through the approved ITSM platform and support procedures.
• ● Support laptops, desktops, operating systems, Microsoft 365, printers, peripherals and standard workplace applications.
• ● Provide user-account, access, password and Microsoft 365 support within approved identity and security controls.
• ● Configure, deploy, replace and recover endpoint devices and maintain accurate asset and assignment records.
• ● Support meeting rooms, conferencing equipment and common workplace technology.
• ● Escalate unresolved or specialist issues with complete diagnostics, evidence and user-impact information.
• ● Maintain knowledge articles, resolution notes and recurring-issue records and contribute to first-contact resolution improvement.
• ● Follow security, confidentiality, acceptable-use, access and data-handling requirements at all assigned locations.
• ● Support agreed user onboarding/offboarding and office-move activities.
• ● Work from different offices or emirates when assigned through the agreed operational schedule.
• ● Minimum 5 years of professional end-user computing, desktop support or service support experience.
• ● Strong hands-on experience with Windows endpoints, Microsoft 365, hardware troubleshooting, printers and common enterprise applications.
• ● Working knowledge of Active Directory/Entra ID, endpoint management, Intune/MDM and ITSM ticketing tools.
• ● ITIL 4 Foundation, CompTIA A+/Network+ or Microsoft Endpoint certification preferred.
• ● Professional customer-service skills, clear ticket documentation and the ability to work independently onsite.
• ● Arabic and English communication skills are strongly preferred for user-facing support.
• ● Preferred Profile
• ● Previous experience providing onsite support within UAE government entities.
• ● Working knowledge of TDRA-related access, connectivity or government technology-support processes.
• ● Expected Contribution