IT Support Engineer/Agent

• 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.