16092 - IT Support Engineer

ParamInfo; Dubai; On-site; AED 120,000 - 180,000; Full time

Job summary

ParamInfo in Dubai is seeking a skilled IT Support Engineer to provide frontline and second-line IT assistance to all employees, troubleshoot hardware and software issues, and maintain desktop computing environments.

You will manage Active Directory and Microsoft Entra ID, support Microsoft 365 apps, troubleshoot network problems, and participate in security, patching, and backup activities while delivering user-focused service.

Qualifications

• Bachelor's degree in Information Technology or related field; 5–7 years IT support/desktop support experience.
• Strong troubleshooting skills for Windows 10/11, hardware, and software issues.
• Proficiency with Microsoft 365 suite and end-user productivity apps.
• Experience with Active Directory, Microsoft Entra ID, and user access management.
• Solid understanding of networking basics: TCP/IP, DNS, DHCP, LAN, Wi‑Fi, VPN.
• Familiarity with IT service desks/tools (ServiceNow, Jira) and incident/ticket workflows.
• Knowledge of endpoint protection, patch management, and security best practices.
• Excellent communication and time-management skills; able to prioritize multiple requests.

Responsibilities

• Provide first-line and second-line IT support for hardware, software, network, and system issues.
• Install, configure, and troubleshoot desktops, laptops, printers, and peripherals.
• Manage user accounts, permissions, and access rights in AD and Entra ID; perform password resets.
• Support Microsoft 365 apps including Outlook, Teams, Word, Excel, and SharePoint.
• Troubleshoot LAN, Wi-Fi, VPN, DNS, DHCP, and Internet connectivity issues.
• Maintain Windows OS and software; apply security updates and patches.
• Monitor IT service requests and incidents via ticketing system; ensure timely resolution.
• Assist with onboarding/offboarding, asset allocation, and account provisioning/revocation.
• Conduct routine maintenance, antivirus checks, and endpoint security procedures.
• Support backup monitoring, data recovery, and disaster recovery planning.

Skills

Windows 10/11

Microsoft 365

Active Directory

Networking

Ticketing systems

End-user support

Security best practices

Communication

Education

Bachelor's degree in IT

Tools

ServiceNow

Jira Service Management

Job description

We are looking for a skilled and customer-focused IT Support Engineer to provide technical support to end users, troubleshoot hardware and software issues, maintain IT infrastructure, and ensure the smooth operation of IT systems. The ideal candidate should have strong troubleshooting skills, knowledge of Windows environments, networking fundamentals, and experience supporting users in a corporate environment.

Key Responsibilities

• Provide first-line and second-line technical support to employees for hardware, software, network, and system-related issues.
• Install, configure, maintain, and troubleshoot desktops, laptops, printers, scanners, and other IT peripherals.
• Manage user accounts, password resets, permissions, and access rights in Active Directory and Microsoft Entra ID.
• Support Microsoft 365 applications, including Outlook, Teams, Word, Excel, and SharePoint.
• Troubleshoot LAN, Wi-Fi, VPN, DNS, DHCP, and internet connectivity issues.
• Install and configure Windows operating systems, software applications, and security updates.
• Monitor and resolve IT service requests and incidents through a ticketing system.
• Support onboarding and offboarding activities, including equipment allocation, account setup, and access revocation.
• Perform routine system maintenance, antivirus checks, patch management, and endpoint security checks.
• Assist with backup monitoring, data recovery, and disaster recovery procedures.
• Maintain IT asset inventories, software licenses, technical documentation, and knowledge-base articles.
• Coordinate with vendors and service providers to resolve hardware, software, and connectivity issues.
• Follow IT security policies, data protection requirements, and established IT service management procedures.
• Escalate complex technical issues to system administrators, network engineers, or other specialist teams.
• Provide user guidance and training on IT systems, applications, and security best practices.

Required Skills and Qualifications

• Bachelor's degree or diploma in Information Technology, Computer Science, or a related field.
• 5-7 years of experience in IT support, desktop support, or a similar technical role.
• Strong knowledge of Windows 10/11 operating systems and desktop troubleshooting.
• Experience with Microsoft 365, Outlook, Teams, and common business applications.
• Working knowledge of Active Directory, Microsoft Entra ID, and user access management.
• Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, LAN, Wi-Fi, and VPN.
• Experience with IT service desk or ticketing tools such as ServiceNow, Jira Service Management, or similar platforms.
• Knowledge of endpoint protection, antivirus solutions, patching, and IT security best practices.
• Strong troubleshooting, analytical, and problem-solving abilities.
• Excellent communication, customer service, and time-management skills.
• Ability to prioritize incidents and manage multiple support requests effectively.