Information Technology Infrastructure Engineer

Latinem Private Limited; Dubai; On-site; AED 120,000 - 180,000; Full time

Job summary

Latinem Private Limited in Dubai seeks an IT Infrastructure Engineer to deliver first-level IT support, troubleshoot hardware, software and network issues, and maintain IT systems per organizational policies. You will manage service tickets, assist end users, and contribute to knowledge base updates.

The role involves remote assistance when needed, collaboration with network/server/security teams, and ensuring smooth operation of IT infrastructure across the organization.

Qualifications

• Bachelor's degree in Computer Science, IT, or related field.
• Certifications such as CompTIA A+, ITIL Foundation, Network+ are advantageous.
• Experience in first-level IT support and IT infrastructure concepts is desirable.

Responsibilities

• Serve as the first point of contact for technical issues and user requests.
• Troubleshoot hardware, software, OS, and network problems; provide guided resolutions.
• Log, track, and manage tickets using the ITSM tool; meet SLAs.

Skills

Windows/macOS

Office 365

Networking basics

Server management

ITSM concepts

Troubleshooting

Customer service

Adaptability

Teamwork

Time management

Documentation

Security & Compliance

Education

Bachelor's Degree in Computer Science or IT

Certifications (CompTIA A+, ITIL Foundation, Network+)

Tools

ITSM Tool

Job description

We are seeking a proactive and customer-focused IT Infrastructure Engineer to provide first-level IT support and ensure smooth operation of IT infrastructure services. The role involves troubleshooting hardware, software, and network-related issues, managing service tickets, supporting end users, and maintaining IT systems in line with organizational policies and procedures.

Key Responsibilities

1. First Point of Contact

• Serve as the primary contact for users seeking technical assistance.
• Gather relevant information to identify, diagnose, and resolve technical issues.
• Provide timely and professional support to end users.

2. Issue Resolution

• Troubleshoot and resolve hardware, software, operating system, and network-related issues.
• Provide step-by-step guidance to users for issue resolution.
• Escalate complex incidents to appropriate teams when required.

3. Ticket Management

• Log, track, and manage support tickets through the IT Service Management (ITSM) tool.
• Ensure all incidents and service requests are updated with accurate information.
• Meet defined Service Level Agreements (SLAs) for ticket resolution.

4. Documentation & Knowledge Management

• Maintain detailed records of incidents, resolutions, and system configurations.
• Develop and update knowledge base articles and standard operating procedures.
• Ensure documentation is accurate and readily accessible.

5. User Training & Support

• Conduct user awareness sessions on IT applications, processes, and best practices.
• Provide guidance on effective use of company-approved software and tools.

6. Remote Assistance

• Provide remote troubleshooting and support using remote desktop tools.
• Support users across multiple locations and work environments.

7. Hardware & Software Management

• Install, configure, upgrade, and maintain desktops, laptops, printers, and peripheral devices.
• Support software deployment, updates, and licensing activities.
• Assist in asset tracking and inventory management.

8. Communication & Collaboration

• Communicate technical information clearly and professionally to non-technical users.
• Work closely with network, server, security, and application support teams to resolve issues efficiently.

Required Skills & Qualifications

Technical Skills

• Good understanding of Windows and macOS operating systems.
• Knowledge of Microsoft Office 365, productivity tools, and business applications.
• Basic knowledge of networking concepts (TCP/IP, DNS, DHCP, VPN, Wi-Fi).
• Understanding of server management and infrastructure fundamentals.
• Familiarity with IT Service Management (ITSM) processes and ticketing tools.
• Troubleshooting Skills
• Customer Service Skills
• Adaptability
• Teamwork
• Time Management
• Documentation Skills
• Security & Compliance

Qualifications

• Bachelor's Degree/Diploma in Computer Science, Information Technology, or related field.
• Relevant certifications such as CompTIA A+, ITIL Foundation, Microsoft Certified Fundamentals, or Network+ will be an added advantage.

Key Performance Indicators (CTQs)

• First Call Resolution (FCR)
• Ticket Closure Rate
• SLA Compliance
• Customer Satisfaction (CSAT)
• Incident Response Time
• Documentation Accuracy
• System Availability & User Support Effectiveness