IT Engineer

IFZA Partnership; Abu Dhabi; On-site; AED 112,000 - 201,000; Full time

Benefits offered by this job

24 working days annual leave

Annual flight home

Life insurance plan

Medical insurance plan

Bonus scheme

Job summary

IFZA Partnership is seeking an IT Engineer to provide efficient, user-focused technical support across the organization. You will manage day-to-day IT requests, troubleshoot Windows and network issues, and support Microsoft 365, Intune, Defender, SharePoint and OneDrive.

The role requires 4–5 years of hands-on IT service desk/desktop support experience, strong communication, and the ability to escalate complex issues to L2/L3 teams. Abu Dhabi-based, on-site with potential regional travel.

Qualifications

• 4–5 years hands-on experience in IT service desk or desktop support.
• Proven experience troubleshooting Windows OS, hardware, software, printers and basic network connectivity.
• Hands-on experience supporting Microsoft 365 apps including Outlook, Teams, OneDrive, Word and Excel.
• Hands-on experience with Microsoft Intune for device enrollment, app deployment, configuration and compliance.
• Basic experience with Microsoft Defender, SharePoint Online and OneDrive administration and troubleshooting.
• Experience using ITSM/ticketing systems to log, prioritize, track and resolve incidents and service requests.
• Experience providing remote and on-site technical support with strong troubleshooting and customer service skills.
• Experience with IT asset management, user account/access requests, and maintaining technical documentation and knowledge-based articles.
• Good understanding of LAN, Wi-Fi, VPN, DNS and internet connectivity.
• Strong communication and ability to escalate complex issues to L2/L3 support teams.

Responsibilities

• Provide Level 1 IT support via phone, email, service desk and in-person channels.
• Log, prioritize, track and resolve incidents and service requests within SLAs.
• Troubleshoot Windows, hardware, software, printers and network connectivity issues.
• Support Microsoft 365 applications including Outlook, Teams, OneDrive, Word and Excel.
• Provide basic support for Microsoft Intune, including device enrollment, app deployment and compliance.
• Assist with Defender endpoint security alerts and escalate security incidents when required.
• Provide basic SharePoint and OneDrive support, including access, permissions and synchronization issues.
• Support basic Wi‑Fi, VPN, LAN and internet connectivity troubleshooting.
• Assist with user accounts, access, mailbox and license requests.
• Maintain accurate IT asset inventory and device allocation, replacement and collection.
• Document troubleshooting steps and resolutions in the ITSM system.
• Maintain knowledge-based documentation and FAQs.
• Escalate complex issues to L2/L3 with complete troubleshooting details.

Skills

IT service desk

Windows troubleshooting

Microsoft 365

Intune

Network basics

Customer service

Documentation

Remote & onsite support

Communication

Stakeholder management

Education

Bachelor's degree in IT / Computer Science

AZ-900, ITIL v4, CCNA certifications

Tools

Microsoft 365

Intune

Defender

SharePoint Online

OneDrive

Job description

Job description

The role of IT Engineer will be responsible for providing efficient andcustomer-focused technical support to users across the organization. The rolewill manage day-to-day IT support requests, troubleshoot hardware, software,network, NAS / File Server, Intune and Microsoft 365-related issues, and ensuretimely resolution in accordance with defined SLAs.

• Provide Level 1 IT support via phone, email, service desk, andin-person channels.
• Log, prioritize, track, and resolve incidents and servicerequests within agreed SLAs.
• Troubleshoot basic Windows, hardware, software, printer, andnetwork connectivity issues.
• Support Microsoft 365 applications including Outlook, Teams,OneDrive, Word, and Excel.
• Provide basic support for Microsoft Intune, including deviceenrollment, application deployment, and compliance issues.
• Assist with basic Microsoft Defender endpoint security alertsand troubleshooting, escalating security incidents when required.
• Provide basic SharePoint and OneDrive support, including access,permissions, and synchronization issues.
• Support basic Wi‑Fi, VPN, LAN, and internet connectivitytroubleshooting.
• Assist with user account, access, mailbox, and license requests.
• Maintain accurate IT asset inventory and support deviceallocation, replacement, and collection.
• Document troubleshooting steps and resolutions accurately in theITSM/ticketing system.
• Maintain and contribute to knowledge-based documentation andFAQs.
• Escalate complex or unresolved issues to L2/L3 support teamswith complete troubleshooting details.

Requirements

• 4–5 yearsof hands-on experience in IT service desk, desktop support, or technicalsupport.
• Provenexperience troubleshooting Windows operating systems, hardware, software,printers, and basic network connectivity issues
• Hands-onexperience supporting Microsoft 365 applications including Outlook, Teams,OneDrive, Word, and Excel
• Hands-onexperience with Microsoft Intune for device enrollment, application deployment,configuration, and compliance support
• Basicexperience with Microsoft Defender, SharePoint Online, and OneDriveadministration and troubleshooting
• Experienceusing ITSM/ticketing systems to log, prioritize, track, and resolve incidentsand service requests
• Experienceproviding remote and onsite technical support, with strong troubleshooting andcustomer service skills
• Experiencewith IT asset management, user account/access requests, and maintainingtechnical documentation and knowledge-based articles
• Goodunderstanding of basic networking concepts including LAN, Wi‑Fi, VPN, DNS, andinternet connectivity
• Strongcommunication, stakeholder management, documentation, and problem-solvingskills, with the ability to escal complex issues to L2/L3 support teams
• Certifications: AZ900, ITIL V4, CCNA
• Bachelor’s degree in information technology / Computer Science

Benefits

As an employee of IFZA, you can expect:

• 24 working days as annual leave
• Annual flight home
• Life insurance plan
• Medical insurance plan (with the option to upgrade at your own cost)
• Bonus scheme (in relevant departments)