IT Support Engineer/Agent (Syrian-Jordanian - Indian)

• 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 Requirements • 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 • Experience supporting users across multiple offices and coordinating priority incidents Expected Contribution • Tickets are accurately recorded, prioritised, owned and resolved or escalated against the confirmed SLA • Users receive professional, consistent support across all assigned locations • Asset, endpoint and resolution records remain accurate and auditable • Recurring issues and knowledge gaps are documented and reduced over time Show more Show less