End User Support Engineer | Raqmiyat Information Technologies | UAE

Tech Junction Ltd; Dubai; On-site; AED 156,000 - 234,000; Full time

Job summary

Raqmiyat Information Technologies Pvt Ltd in the UAE invites an experienced End User Support Engineer to join our enterprise IT team. You will deliver L1/L2 support, manage Active Directory accounts, handle IP telephony, and support Oracle ERP across UAE, with a focus on reliability and user satisfaction.

UAE residency and Arabic language abilities preferred; on-site permanent/full-time role. The role emphasizes on-site operational control, proactive issue resolution, and collaboration with

Qualifications

• Bachelor's degree in Computer Science, IT, Computer Engineering, or a related technical discipline.
• Minimum of 5+ years of professional hands-on experience in L1/L2 End User Support and enterprise IT environments.
• Strong troubleshooting skills for hardware, software, Windows/macOS, and productivity suites.
• Experience with Active Directory, user provisioning, and access controls.
• Working knowledge of IP telephony and Oracle ERP environments.
• Endpoint configuration, MDM, and disk encryption tooling experience.
• Current UAE residency and work eligibility is mandatory.
• Strong analytical and customer-facing communication abilities.

Responsibilities

• Provide prompt L1/L2 end-user technical support for hardware, software, networking, and peripherals.
• Troubleshoot desktop, laptop, mobile device, and printer issues; resolve complex problems.
• Administer Active Directory accounts, user provisioning, and GPOs.
• Support IP telephony systems, VoIP handsets, and unified communications endpoints.
• Offer basic support for Oracle ERP applications across the enterprise.
• Configure, deploy, and maintain endpoints and security software.
• Maintain documentation, knowledge base articles, and asset inventories.
• Coordinate with infrastructure, network, and security teams for escalated incidents.

Skills

Active Directory management

L1/L2 End User Support

Windows/macOS troubleshooting

Oracle ERP support

IP telephony support

Endpoint configuration

Customer-facing communication

MDM

Security software suites

Education

Bachelor's degree in Computer Science/IT/CE

Tools

ServiceNow

Jira Service Management

Job description

Position Summary

Raqmiyat Information Technologies Pvt Ltd is actively seeking an experienced, high-caliber, and technical End User Support Engineer with 5+ years of relevant IT experience to join our enterprise technology team in the UAE on a full-time permanent basis. In this critical IT support role, you will be responsible for providing advanced L1 and L2 technical support, hardware and software troubleshooting, Active Directory account management, IP telephony support, Oracle ERP support, and endpoint configuration. You will leverage your strong technical background and customer-centric approach to ensure seamless operational continuity across enterprise environments (Note: Currently based in the UAE with Arabic language proficiency preferred).

Detailed Job Description

As an End User Support Engineer supporting enterprise IT operations across the UAE via Raqmiyat Information Technologies, you will take full operational, tactical, and technical ownership of desktop support, user provisioning, and IT service desk ticket resolution. Your day-to-day responsibilities include resolving complex L1 and L2 end-user issues, troubleshooting enterprise hardware and software anomalies, administering Active Directory user accounts and group policies, and supporting IP telephony systems and Oracle ERP environments. You will configure and manage endpoint devices, maintain meticulous technical documentation, and coordinate closely with regional infrastructure squads to ensure high availability and user satisfaction. Furthermore, you will drive IT compliance and participate in hardware/software asset tracking.

Key Responsibilities

• Provide prompt, professional L1 and L2 end-user technical support for hardware, software, networking, and peripheral issues.
• Troubleshoot and resolve complex desktop, laptop, mobile device, and printer hardware/software failures.
• Administer Active Directory account management, user provisioning, permission grants, and group policy objects (GPOs).
• Support enterprise IP telephony systems, VoIP handsets, and unified communication endpoints.
• Provide foundational technical support, troubleshooting, and user assistance for Oracle ERP enterprise applications.
• Configure, deploy, and maintain endpoint devices, operating system images, and security software suites.
• Maintain meticulous technical documentation, IT knowledge base articles, asset inventories, and service ticket logs.
• Coordinate effectively with infrastructure, network, and security teams for escalated incident resolution.

Required Qualifications & Skills

• Bachelor's degree in Computer Science, Information Technology, Computer Engineering, or a related technical discipline.
• Minimum of 5+ years of professional hands-on experience in L1/L2 End User Support and enterprise IT environments.
• Strong, proven expertise in hardware and software troubleshooting, desktop operating systems (Windows/macOS), and productivity suites.
• Extensive experience with Active Directory account management, user administration, and access controls.
• Practical working knowledge of IP telephony support and Oracle ERP enterprise environment user support.
• Hands-on experience with endpoint configuration, mobile device management (MDM), and disk encryption tools.
• Mandatory current physical residency and legal eligibility to work in the United Arab Emirates (UAE).
• Strong analytical problem-solving skills and exceptional customer-facing communication abilities.

Nice-to-Have Skills

• Bilingual fluency in Arabic and English (Arabic speakers are strongly preferred).
• Professional IT support certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or ITIL Foundation.
• Prior experience working in multicultural enterprise IT environments across Dubai or Abu Dhabi.
• Familiarity with IT service management (ITSM) ticketing systems (e.g., ServiceNow, Jira Service Management).

Application Information

• Recruiter: Raqmiyat Information Technologies Talent Acquisition Division
• Contact Name: Vinodhini Nagarajan (Talent Acquisition Specialist)
• Email: [e-mail]
• Phone:
• Application URL:
• Salary/Rate: Market Competitive / Enterprise IT Package
• Deadline: Open until filled (Urgent Hiring)
• Notice Period: Immediate to 30 Days
• Contract Duration: Permanent / Full-Time On-Site (UAE)

Recruitment Pro Tip

• When applying for this End User Support Engineer position at Raqmiyat, ensure your CV explicitly highlights your L1/L2 troubleshooting background, Active Directory management, and confirm your current UAE residency status.