IT Systems Support Engineer ***ONLY Emiratis with family book***

Who we are GIG Gulf is part of the Gulf Insurance Group (GIG), the #1 regional composite insurer in MENA, with a presence in 12 markets including the United Arab Emirates, Bahrain, Oman, Qatar, Saudi Arabia, Algeria, Egypt, Iraq, Jordan, Kuwait, Lebanon, and Turkey. GIG Group reported consolidated assets of US$4.01 billion and a net profit of US$84 million for the year 2024. The majority shareholder of GIG Group is Fairfax Financial Holdings, a global leader in insurance and reinsurance, with a presence in 40 markets. Listed on the Toronto Stock Exchange and part of the Fortune 500, Fairfax was founded in 1985 and has always had a strong focus on long-term growth and financial resilience. It follows a decentralized model, empowering local leadership teams—many of whom have over 20 years of tenure—with trust and accountability. Fairfax’s culture, rooted in its guiding principles, is reflected across all of its subsidiaries. GIG Gulf is an ‘A’-rated regional insurer with a top 5 position in each of its core markets: the UAE, Oman, Qatar, and Bahrain. With over 70 years of regional presence, GIG Gulf combines a strategic focus on growth and investment with a comprehensive portfolio of insurance products and services tailored to corporates, SMEs, and individual customers. It also holds a 50% stake in GIG Saudi. The company’s strategic priorities are centered around regional growth, customer experience, and digital transformation. GIG Gulf fosters a diverse and inclusive culture, employing over 800 people from 60+ nationalities, across 15 branches and retail outlets throughout the region. Serving over 1 million customers, GIG Gulf positions itself as a caring partner—committed to helping customers achieve their goals and lead fulfilling lives. Passionate about customer feedback, the company is constantly evolving to become the region’s digital insurer of reference, operating in a responsible and sustainable way. Job purpose: IT Systems Support Engineer will be working as part of a team that is responsible for Field support for GIG GULF Gulf staff. The role is based in GIG GULF Gulf office in Dubai Outsourced City or Business Bay, UAE and will work together with the IT Service Desk for the issues and requirements related to the business and support users in UAE office. This position is responsible to provide technical assistance to users and would help install, upgrade and troubleshoot hardware and software systems. The person in this role will be troubleshooting basic end-user issues on various software applications, hardware, network and telecommunications systems and provide overall desktop/laptop support to users and C level Executives (EXCOM’s) The role requires a person who will ensure prompt and accurate customer service and increase client satisfaction. Key Responsibilities: IT Support • Install end-user software (licensing validity and availability checks) • Deployment of new applications (and/or upgrades) and follow-up • Troubleshoot software application issues to resolve basic known ones and escalate complex ones to 2nd level, 3rd level and vendor • Install, upgrade, support and troubleshoot operating systems on Laptop(Windows 10, 11), Microsoft office products and any other authorized desktop applications • Troubleshoot email issues (Exchange server/Exchange online) • Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorized peripheral equipment. • Call center system support, Audio Video Conferencing systems • Mobile management enrollment and activation • Shared folders permissions management • Print server & consumables management • Manage end-user issues raised to Service Desk (Level 1) through tickets and calls received through IVR when working from home or if desired by the management from the office • Conduct remote troubleshooting. • Handle incoming calls from end-users in a professional manner and within the defined service levels and ensure achievement of KPI’s • Ensure proper and timely communication to the end-user on every ticket through the Service Desk tool and phone • Ensure Upkeep of IT Assets in Asset Management Tool regularly • Ensure all work conducted is being logged and managed within tickets raised by or on behalf of business users • Provide high-quality resolutions of assigned tickets and managing the expectations of the users & C-level Executives. • Ensure to resolve and close all end-user tickets within the defined Service Level Agreement (SLA) targets. • Escalate tickets that are beyond the scope of Service Desk or Field support to other teams in 2nd level (Applications team and Field Support team) and 3rd level (Infrastructure and Production teams) • Provide support to branch/ shops remotely /physically Security • Ensure full compliance with the Information Security policy and procedures • Review encryption and antivirus definition status and remediate any issues • Administrative Privileges management • Ensure that all provided laptops have the necessary physical security measures • Scan computers for virus infection • Provide physical access to staff and visitors as necessary. • Network and Telecom • Troubleshoot end-user internet issues • Local area network and Ethernet connections support • Wireless network access basic support • Headset phone and softphone setup for call center staff and roaming users • VPN configuration and troubleshooting • Provide support to PABX system Minimum requirements of role Essential: • UAE National with family book • Excellent communication skills in English, both verbal and written • Critical and analytical thinking and creativity – always challenging the status quo and find better ways to complete tasks. • Conflict Resolution – ability to resolve problems and complex situations. • Active listening and empathy – ability to listen and understand users to address their needs. • Team player – ability to work with a team and influence a positive collaborative culture. • Ability to prioritize workload appropriately based on the impact on the business Technical Skills • Good understanding of computers architecture, Microsoft and desktop applications, computer peripherals, operating systems and application software • Excellent understanding of Microsoft Windows infrastructure (Windows Server and Windows client) • Good understanding of Microsoft Active Directory services, system build through SCCM/Image/WDS • Excellent knowledge of Microsoft Office products including O365, Teams, Sharepoint • Familiarity with network architecture, LAN network protocols and client-server business applications • Familiarity with Citrix and remote desktop or any VDI platform • Familiarity with Distributed File Sharing • Good understanding of ITIL framework or any other service management framework • Excellent understanding of IT service management tools and ticketing system • Knowledge of using remote