Engineer - Desk Side Services, AMT Asset Management Software

HCLTech; Dubai; On-site; AED 75,000 - 105,000; Full time

Job summary

HCL Technologies Limited is seeking a proactive Service Desk Support Engineer to provide Level 1 and Level 2 IT support for end users in Dubai. You will handle incidents, requests, user provisioning, and hardware/software troubleshooting to ensure timely resolution according to SLAs.

The role requires strong communication, customer focus, and collaboration with multiple teams, plus experience with Windows 10/11, Office 365, Active Directory, and ticketing tools such as ServiceNow or JIRA.

Qualifications

• Bachelor's degree in Computer Science, IT, or related field.
• ITIL Foundation Certification preferred.
• Microsoft certifications are an added advantage.

Responsibilities

• Provide first-line support for IT incidents and service requests via phone, email, chat, and ticketing tools.
• Log, categorize, prioritize, and track tickets through to resolution.
• Troubleshoot issues related to Windows OS, Office 365, Outlook, Teams, VPN, printers, and standard business applications.
• Perform user account management activities in Active Directory, including password resets and account provisioning.
• Support hardware troubleshooting for desktops, laptops, and peripherals.
• Escalate complex issues to relevant support teams and track them until closure.
• Maintain accurate documentation and update knowledge base articles.
• Monitor ticket queues and ensure adherence to SLA/KPI requirements.
• Provide excellent customer service and regular communication to end users.
• Participate in shift operations, including on-call support if required.

Skills

Customer Focus

Incident Management

Problem Solving

Communication Skills

Team Collaboration

SLA Management

Documentation and Reporting

Education

Bachelor's degree in Computer Science, Information Technology, or related field

Tools

ServiceNow

BMC Remedy

JIRA

Job description

Requisition ID190590-Posted11/06/2026

We are seeking a proactive and customer-focused Service Desk Support Engineer to provide Level 1 and Level 2 technical support for end users. The role involves handling incidents, service requests, user provisioning, troubleshooting hardware/software issues, and ensuring timely resolution in line with agreed SLAs.

Key Responsibilities

Provide first-line support for IT incidents and service requests via phone, email, chat, and ticketing tools. Log, categorize, prioritize, and track tickets through to resolution. Troubleshoot issues related to Windows OS, Office 365, Outlook, Teams, VPN, printers, and standard business applications. Perform user account management activities in Active Directory, including password resets and account provisioning. Support hardware troubleshooting for desktops, laptops, and peripherals. Escalate complex issues to relevant support teams and track them until closure. Maintain accurate documentation and update knowledge base articles. Monitor ticket queues and ensure adherence to SLA/KPI requirements. Provide excellent customer service and regular communication to end users. Participate in shift operations, including on-call support if required.

Key Competencies

• Customer Focus
• Incident Management
• Problem Solving
• Communication Skills
• Team Collaboration
• SLA Management
• Documentation and Reporting

Skill Requirements

Strong knowledge of Windows 10/11 and Microsoft Office 365. Experience with Active Directory and basic user administration. Knowledge of Outlook, MS Teams, VPN, remote support tools, and printers. Hands-on experience with ticketing tools such as ServiceNow, BMC Remedy, JIRA, or similar. Understanding of ITIL Incident, Request, and Problem Management processes. Excellent troubleshooting, communication, and customer service skills.

Other Requirements

Provide first-line support for IT incidents and service requests via phone, email, chat, and ticketing tools. Log, categorize, prioritize, and track tickets through to resolution. Troubleshoot issues related to Windows OS, Office 365, Outlook, Teams, VPN, printers, and standard business applications. Perform user account management activities in Active Directory, including password resets and account provisioning. Support hardware troubleshooting for desktops, laptops, and peripherals. Escalate complex issues to relevant support teams and track them until closure. Maintain accurate documentation and update knowledge base articles. Monitor ticket queues and ensure adherence to SLA/KPI requirements. Provide excellent customer service and regular communication to end users. Participate in shift operations, including on-call support if required. Preferred Qualifications Bachelor's degree in Computer Science, Information Technology, or related field. ITIL Foundation Certification preferred. Microsoft certifications are an added advantage.