Dubai IT Helpdesk Technician: Frontline Support Pro

Imbono; Dubai; On-site; AED 70,000 - 110,000; Full time

Job summary

Imbono in Dubai seeks an IT Helpdesk Technician to join the global IT team and provide frontline support to Dubai-based users and remote users as needed. You will handle hardware, software, networks, Microsoft 365, endpoint management, identity and access, and basic cybersecurity activities across the organisation.

The role requires handling incident life cycles from first contact to resolution, maintaining clear communication and efficient support throughout requests.

Qualifications

• Diploma/degree in Information Technology or related field.
• Good knowledge of Windows and macOS operating systems.
• Experience supporting Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive).
• Basic TCP/IP, DHCP, DNS, VPN, and Wi‑Fi troubleshooting.
• Experience using IT ticketing systems to log, prioritise, track and elevate incidents.
• Knowledge of Intune, Entra ID, Defender, and endpoint management concepts.
• Experience supporting printers, peripherals, mobiles, and videoconferencing devices.
• Fluent written and spoken English.
• Portuguese and additional languages are an advantage.

Responsibilities

• Provide first-level technical support for hardware, software, network and access issues.
• Log, prioritise, and follow up requests through the IT ticketing system.
• Act as first point of contact for incidents via phone, email, walk-up, or remote channels.
• Escalate complex incidents while maintaining ownership until closure.
• Install, configure, and maintain laptops, desktops, printers, and peripherals.
• Support Windows and macOS devices, including OS troubleshooting and updates.
• Assist with Microsoft Intune and endpoint management, device enrolment and compliance.
• Provide support for videoconferencing equipment and Teams experiences.
• Support Azure AD/Microsoft Entra ID processes under supervision.
• Document issues and contribute to IT projects and continuous improvements.

Skills

Windows support

macOS support

MS 365

VPN

Wi‑Fi troubleshooting

Endpoint management

Security basics

Customer service

Communication

Team collaboration

Education

IT diploma/degree

Tools

Microsoft Intune

Microsoft Entra ID

Microsoft Defender

Active Directory

Azure

Job description

Imbono in Dubai seeks an IT Helpdesk Technician to join the global IT team and provide frontline support to Dubai-based users and remote users as needed. You will handle hardware, software, networks, Microsoft 365, endpoint management, identity and access, and basic cybersecurity activities across the organisation.

The role requires handling incident life cycles from first contact to resolution, maintaining clear communication and efficient support throughout requests.