Field IT Support Engineer — Remote & Onsite Troubleshooter

Burhani; Dubai; Hybrid; AED 89,000 - 134,000; Full time

Job summary

Burhani is seeking a proactive IT support professional in Dubai to provide onsite and remote assistance with strong customer service and technical knowledge.

You will resolve IT issues quickly, document incidents, escalate advanced cases to L2/L3, and contribute to our knowledge base while meeting SLAs and following defined processes.

You will listen to customers, ask the right questions, and coordinate with internal teams to deliver effective resolutions and maintain high service quality.

Qualifications

• Must have good communication and the ability to resolve IT issues quickly.
• Proactive and quick learner with passion for IT.

Responsibilities

• Provide onsite & remote support to customers with high service quality and technical expertise.
• Immediate escalation of advanced level cases to L2/L3 teams.
• Research, resolve and respond to customer issues via telephone, email and web portal per quality standards.
• Document technical issues within support incidents clearly.
• Contribute to the Technical Support Knowledgebase with evaluations of issues and resolutions.
• Provide timely follow-up to user questions per SLAs.
• Acquire and maintain knowledge of products and services to deliver accurate support.
• Communicate issue status to customers per SLAs.
• Lead by coordinating with different company divisions to resolve issues.
• Listen, ask probing questions, collect data, and synthesize a resolution plan.

Skills

Communication skills

IT issue resolution

Proactive

Quick learner

Customer service

Job description

Burhani is seeking a proactive IT support professional in Dubai to provide onsite and remote assistance with strong customer service and technical knowledge.

You will resolve IT issues quickly, document incidents, escalate advanced cases to L2/L3, and contribute to our knowledge base while meeting SLAs and following defined processes.

You will listen to customers, ask the right questions, and coordinate with internal teams to deliver effective resolutions and maintain high service quality.