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

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.

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.