Information Technology Engineer

edari; Dubai; On-site; AED 89,000 - 134,000; Full time

Job summary

edari seeks a proactive IT Engineer to deliver first-line IT support in a large enterprise environment in Dubai. You will troubleshoot, log requests, and ensure timely resolutions using an ITSM system. A driver’s license and experience with Windows, Office applications, and networking are required.

The role is a 6-month contract with potential renewal, based in Dubai and on-site. Eligible UAE work status is essential; candidates should have hands-on L1 support experience in large organisations.

Qualifications

• Bachelor's degree or diploma in Information Technology, Computer Science, Computer Engineering, or related field.
• Maximum 2–4 years of relevant IT support experience, hands-on L1 IT Support.
• Experience in large organisations or enterprise environments preferred.

Responsibilities

• Provide first-line IT support to employees for hardware, software, systems, and network connectivity.
• Log, categorise, prioritise and manage IT requests via ITSM or ticketing platform.
• Troubleshoot and resolve common issues with desktops, laptops, printers, Office apps, email and accounts.
• Assist with onboarding/offboarding activities including account setup and hardware allocation.
• Maintain records of incidents, resolutions and troubleshooting steps.
• Escalate complex issues to L2/L3 teams as needed.
• Ensure adherence to SLAs and IT policies.

Skills

L1 IT Support

Customer service

Troubleshooting

Education

Bachelor's degree in IT or related field

Tools

ServiceNow

Jira Service Management

ManageEngine

Job description

We are looking to hire a proactive and service-oriented IT Engineer to provide first-line IT support and ensure the smooth day-to-day operation of IT services within a large organisation. The ideal candidate should have hands-on experience in L1 (Level 1) IT Support, preferably within a large corporate or enterprise environment, with the ability to troubleshoot technical issues, respond to user requests, and provide timely resolutions. Experience working with an IT Service Management (ITSM) system or ticketing tool is preferred.

This position is a 6-month contract role, fully renewable.

Key responsibilities:

• Provide first-line (L1) technical support to employees, addressing day-to-day IT issues related to hardware, software, systems, and network connectivity.
• Receive, log, categorise, prioritise, and manage IT support requests through the organisation's ITSM system or ticketing platform.
• Troubleshoot and resolve common technical issues involving desktops, laptops, printers, Microsoft Office applications, email, user accounts, and connectivity.
• Support user onboarding and offboarding activities, including account setup, access provisioning, hardware allocation, and configuration.
• Assist with the installation, configuration, maintenance, and basic troubleshooting of IT equipment, operating systems, and software applications.
• Monitor and follow up on outstanding service requests to ensure timely resolution and adherence to agreed service levels (SLAs).
• Escalate complex technical issues to L2/L3 support teams or relevant IT specialists when required.
• Maintain accurate records of incidents, service requests, troubleshooting steps, and resolutions.
• Provide guidance and technical assistance to employees on IT systems, applications, and standard procedures.
• Support routine IT operations, equipment checks, and other technical activities to ensure business continuity.
• Ensure compliance with IT policies, security standards, and established support procedures.
• Bachelor's degree or diploma in Information Technology, Computer Science, Computer Engineering, or a related field.
• Maximum 2–4 years of relevant IT support experience, with hands‑on experience in L1 (Level 1) IT Support.
• Previous experience providing IT support within a large organisation or enterprise environment is mandatory.
• Good understanding of desktop support, hardware and software troubleshooting, operating systems, Microsoft Office applications, and basic networking.
• Experience supporting Windows environments, laptops, desktops, printers, email systems, and user accounts.
• Familiarity with ITSM platforms or ticketing systems such as ServiceNow, ManageEngine, Jira Service Management, BMC Remedy, or similar is preferred.
• Understanding of incident management, service request management, ticket prioritisation, escalation procedures, and SLA requirements.
• A driver's licence is mandatory for this role.
• Strong troubleshooting and problem‑solving abilities, with a customer‑focused approach to technical support.
• Good communication and interpersonal skills, with the ability to assist users across different departments and levels of the organisation.
• Ability to manage multiple support requests, prioritise tasks, and work effectively in a fast‑paced environment.
• A proactive, organised, and service‑oriented approach, with strong attention to detail.

Availability:

Preference will be given to candidates who are available immediately after accepting the offer.

We are looking for a candidate who is eligible to work in the United Arab Emirates and is able to work in Dubai.