IT Support Engineer

Job Code: JPC - 6195 Job Title: IT Support Engineer - UAE National Reports to: IT System Administrator / Head of IT Location: Abu Dhabi, UAE Job Purpose Provide day-to-day technical support to staff, ensuring hardware, software, and network issues are resolved promptly to maintain smooth business operations. Key Responsibilities • Act as the first point of contact (Tier 1/2) for IT support requests via helpdesk, phone, or in person. • Install, configure, and maintain desktops, laptops, printers, mobile devices, and other IT peripherals. • Set up and manage user accounts, email, and access permissions in accordance with IT policies. • Troubleshoot hardware, software, operating system, and network connectivity issues, escalating complex problems to the IT System Administrator when required. • Support video conferencing systems, meeting room AV equipment, and collaboration tools. • Maintain IT asset inventory, including hardware, software licenses, warranties, and service records. • Assist with employee onboarding and offboarding by provisioning and deactivating IT equipment, accounts, and system access. • Perform routine maintenance, including software updates, antivirus checks, and backup verification for end-user devices. • Follow and help enforce IT security policies, including password management, device encryption, and cybersecurity awareness. • Document recurring issues and solutions to maintain an internal IT knowledge base. • Coordinate with vendors for equipment repairs, replacements, and warranty claims. • Support IT infrastructure upgrades, system rollouts, and digital transformation initiatives. Required Qualifications • Diploma or Bachelor's degree in Information Technology, Computer Science, or a related field. • 1 4 years of experience in an IT Support or Helpdesk role. • Working knowledge of Windows, macOS, Microsoft 365, Active Directory (user administration), and basic networking (LAN, Wi-Fi, VPN troubleshooting). • Experience with IT ticketing systems such as ServiceNow, Freshservice, or similar platforms. • Basic understanding of cybersecurity best practices and IT compliance. • CompTIA A+, Network+, or equivalent certification is preferred. • Fluency in English is required; Arabic is an advantage. • Valid UAE work authorization. Key Competencies • Strong customer service mindset with the ability to support non-technical users. • Excellent troubleshooting and problem-solving skills. • Ability to prioritize and resolve issues under pressure. • Strong verbal and written communication skills. • High level of integrity, discretion, and confidentiality. • Well-organized with strong attention to detail. • Collaborative team player with the ability to escalate issues appropriately. Show more Show less