Helpdesk Engineer

Blackstone eIT; Abu Dhabi; On-site; AED 67,000 - 100,000; Full time

Job summary

Blackstone eIT is seeking an experienced IT Support / Service Desk Specialist to deliver first-line technical support, troubleshoot hardware and software, and manage incidents to ensure timely resolution and escalation as needed.

The ideal candidate will cover Windows/macOS, end-user devices, networking, and ITSM/ticketing, with strong Arabic and English communication skills.

Qualifications

• Hands-on IT support or service desk experience required.
• Experience with Windows/macOS and end-user devices.
• Familiarity with ITSM/ticketing systems and incident management.
• Knowledge of basic networking (TCP/IP, DNS, DHCP) is a plus.

Responsibilities

• Provide L1 IT support to end users via remote and onsite channels.
• Log, classify, prioritize, and resolve incidents and service requests in ITSM system.
• Support desktops, laptops, printers, mobile devices, and software.
• Troubleshoot basic connectivity issues (TCP/IP, DNS, DHCP).
• Assist password resets, access requests, and account issues.
• Install, configure, update, and patch software and devices.
• Maintain asset records and support equipment tracking.
• Support onboarding for new employees and IT setup.
• Follow ITSM workflows and escalation procedures.
• Escalate complex incidents to L2/L3 with proper documentation.
• Document troubleshooting steps and solutions in knowledge base.

Skills

Windows/macOS

End-user devices

ITSM/ticketing

Network basics

Remote support

Documentation

Arabic & English

Education

Diploma or Bachelor’s degree in IT, Computer Science, or related field

Tools

ManageEngine

Job description

We are looking for an experienced IT Support / Service Desk Specialist to provide first-line technical support to end users, troubleshoot hardware and software issues, manage service requests and incidents, and ensure timely resolution and escalation of technical problems.

The ideal candidate will have strong hands‑on experience supporting Windows/macOS, Microsoft Office, end‑user devices, networking, and ITSM/ticketing systems, with excellent communication skills in both Arabic and English.

Key Responsibilities

• Provide L1 IT support to end users through remote and onsite channels.
• Log, classify, prioritize, and resolve incidents and service requests through the ITSM/ticketing system.
• Provide hands‑on support for:
  • Desktops and laptops
  • Printers
  • Mobile devices
  • Windows and macOS
  • Microsoft Office and standard business applications
• Troubleshoot basic TCP/IP, DNS, DHCP, and connectivity issues.
• Support password resets, access requests, authentication, and account‑related issues.
• Install, configure, update, and patch software and end‑user devices.
• Maintain accurate IT asset records and support equipment tracking.
• Support IT setup and onboarding for new employees.
• Follow established ITSM workflows and escalation procedures.
• Escalate complex incidents to L2/L3 teams with complete troubleshooting documentation.
• Document troubleshooting steps, FAQs, and solutions in the knowledge base.
• Identify recurring issues and recommend service improvements.
• Provide remote end‑user support when required.
• Maintain accurate ticket updates and ensure SLA requirements are followed

Requirements

• Diploma or Bachelor’s degree in IT, Computer Science, or a related field.
• Minimum 2 years of hands‑on IT Support / Service Desk experience; preferably 3–5+ years.
• Strong experience with Windows/macOS and end‑user devices.
• Strong hardware and software troubleshooting skills.
• Experience with ITSM/ticketing systems, preferably ManageEngine.
• Good understanding of Incident and Service Request Management.
• Basic understanding of Change and Problem Management.
• Basic networking knowledge: TCP/IP, DNS, DHCP.
• Experience with software installation, configuration, updates, and security patches.
• Strong remote‑support experience.
• Good documentation and troubleshooting skills.
• Arabic and English communication skills.

Preferred Certifications

• CompTIA A+
• Microsoft MCP
• ITIL Foundation

Ideal Profile

A hands‑on IT Support professional with 3–5+ years of experience, strong L1/service desk and end‑user support capabilities, good ITSM knowledge, and preferably CompTIA A+, Microsoft, or ITIL certification.