End User Support Engineer

IGME Information Technology; Dubai; On-site; AED 67,000 - 100,000; Full time

Job summary

IGME Information Technology in Abu Dhabi, UAE, is seeking an End User Support Engineer for a full-time, on-site position. You will provision hardware, install software, configure user accounts (SSO/MFA), secure devices, and validate connectivity.

The role spans troubleshooting peripherals, software deployment, asset management and handover documentation. A 3–5 year background in IT support, strong customer service, and OS knowledge (Windows, macOS, mobile) are essential; IT certifications are a

Qualifications

• 3–5 years of industry experience in IT support or helpdesk.
• Strong troubleshooting and technical support across hardware, software, and networks.
• Excellent customer service and clear communication, focused on user satisfaction.
• Solid knowledge of Windows, macOS, and common mobile OS platforms.
• Experience with ticketing or IT service management tools.
• Diploma or degree in Information Technology, Computer Science, or related field preferred.
• Relevant IT certifications (e.g., CompTIA A+, Network+, Microsoft MCSA) are beneficial.

Responsibilities

• Provision hardware and configure devices for new users.
• Install standard productivity tools and configure email and calendars.
• Set up user accounts, permissions, SSO, MFA.
• Configure network connectivity and VPN for remote work.
• Apply security, encryption, and data loss prevention settings.
• Provide user onboarding documentation and support contacts.
• Troubleshoot end user peripheral issues and assist with software deployments.
• Perform ongoing asset management and post-setup validation.

Skills

Troubleshooting

Technical support

Customer service

Documentation

Education

IT diploma/degree

IT certifications (CompTIA A+, Network+, MCSA)

Job description

Company Description

IGME Information Technology is a leading global IT company providing end-to-end IT infrastructure, cyber security solutions and services. IGME partners with top technology vendors such as Cisco, Microsoft, HP, Huawei, Veritas, NetApp, and leading information security providers to offer robust, modern solutions. With offices in the UAE and KSA, the company serves clients worldwide and focuses on combining advanced technology with certified expertise.

Role Description

The End User Support Engineer is a full-time, on-site role based in Abu Dhabi, United Arab Emirates.

1. End User Support Engineer Activities

A. Pre-Arrival Preparation

• Provision hardware (laptop/desktop, monitor, peripherals)
• Assign asset tags and update inventory records
• Install base operating system and drivers
• Apply latest security patches and updates

B. Software Installation

• Install standard productivity tools (e.g., Microsoft 365, browsers)
• Configure email client and calendar access
• Install department-specific applications
• Set up antivirus and endpoint protection

C. Account & Access Setup

• Create user account in Active Directory or identity provider
• Assign appropriate group memberships and permissions
• Configure single sign-on (SSO) and multi-factor authentication (MFA)
• Provision access to shared drives, folders, and collaboration tools

D. Network & Connectivity

• Connect device to corporate network (wired/Wi-Fi)
• Configure VPN access for remote work
• Test internet and intranet connectivity

E. Security & Compliance

• Apply device encryption (e.g., BitLocker)
• Enable screen lock and inactivity timeout policies
• Configure data loss prevention (DLP) settings
• Ensure compliance with IT policies and standards

F. User Personalization

• Set up user profile and preferences
• Configure printers and default settings
• Install optional tools requested by the user

G. Documentation & Handover

• Provide user with IT welcome guide and credentials
• Share quick-start instructions and support contacts
• Log setup completion in ITSM or ticketing system

H. Post-Setup Validation

• Conduct first-day IT check-in
• Confirm access to all required systems
• Address any setup issues or requests

2. End User Support Scope

A. Troubleshoot end user peripheral issues – Laptops, Desktops

B. Troubleshoot other peripheral issues – Network Printers, Access controls etc.

C. Installation of newly approved software and images

D. Apply patches for operating systems

E. System & Network Support including wifi access points

F. Asset management

G. Assist with mobile device setup and management

Qualifications

• Industry Experience of 3-5 years.
• Candidates should possess strong Troubleshooting and Technical Support skills for hardware, software, and network environments.
• Candidates should possess effective Customer Support and Customer Service skills, with a focus on clear communication and user satisfaction.
• Candidates should possess solid knowledge of Operating Systems (such as Windows, macOS, and common mobile OS platforms).
• Relevant IT certifications (e.g., CompTIA A+, Network+, Microsoft MCSA/Modern Desktop) are beneficial.
• Experience in end user support or helpdesk environments within an enterprise IT setting.
• Strong documentation skills and familiarity with ticketing or IT service management tools.
• Diploma or degree in Information Technology, Computer Science, or a related field is preferred.