IT Engineer

Tanqeeb; Dubai; On-site; AED 134,000 - 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 in Dubai seeks an IT Engineer to deliver efficient, user‑facing technical support across the organization. You will handle Level 1 support via multiple channels, log incidents, and troubleshoot Windows, hardware, software, and network issues.

You will support Microsoft 365, Intune, Defender, SharePoint, and OneDrive while maintaining asset inventory and comprehensive documentation. Strong communication and ITIL/CCNA skills are expected.

Qualifications

• 4–5 years hands-on experience in IT service desk, desktop support, or technical support.
• Proven experience troubleshooting Windows OS, hardware, software, printers, and basic network issues.
• Hands-on experience supporting Microsoft 365 apps including Outlook, Teams, One Drive, Word and Excel.
• Hands-on experience with Microsoft Intune for device enrollment, app deployment, 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.
• Experience providing remote and onsite technical support with strong customer service.
• Experience with IT asset management, user access requests, and maintaining knowledge articles.
• Good understanding of LAN, Wi-Fi, VPN, DNS and internet connectivity.
• Certifications: AZ900, ITIL V4, CCNA; Bachelor’s in IT/CS.

Responsibilities

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

Skills

IT support

Windows troubleshooting

Microsoft 365 support

Intune administration

Defender/SharePoint/OneDrive admin

ITSM ticketing

Remote & onsite support

Documentation & knowledge base

Networking basics (LAN, Wi-Fi, VPN,DNS

Communication & stakeholder mgmt

Education

Bachelor’s degree in information technology / Computer Science

Job description

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

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

Requirements

• 4–5 years of hands-on experience in IT service desk, desktop support, or technical support.
• Proven experience troubleshooting Windows operating systems, hardware, software, printers, and basic network connectivity issues
• Hands-on experience supporting Microsoft 365 applications including Outlook, Teams, One Drive, Word, and Excel
• Hands-on experience with Microsoft Intune for device enrollment, application deployment, configuration, and compliance support
• Basic experience with Microsoft Defender, Share Point Online, and One Drive administration and troubleshooting
• Experience using ITSM/ticketing systems to log, prioritize, track, and resolve incidents and service requests
• Experience providing remote and onsite 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 basic networking concepts including LAN, Wi‑FI, VPN, DNS, and internet connectivity
• Strong communication, stakeholder management, documentation, and problem-solving skills, with the ability to escalat 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)

Skills:

• 4–5 years of hands-on experience in IT service desk, desktop support, or technical support.
• Proven experience troubleshooting Windows operating systems, hardware, software, printers, and basic network connectivity issues
• Hands-on experience supporting Microsoft 365 applications including Outlook, Teams, One Drive, Word, and Excel
• Hands-on experience with Microsoft Intune for device enrollment, application deployment, configuration, and compliance support
• Basic experience with Microsoft Defender, Share Point Online, and One Drive administration and troubleshooting
• Experience using ITSM/ticketing systems to log, prioritize, track, and resolve incidents and service requests
• Experience providing remote and onsite 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 basic networking concepts including LAN, Wi‑FI, VPN, DNS, and internet connectivity
• Strong communication, stakeholder management, documentation, and problem-solving skills, with the ability to escalat complex issues to L2/L3 support teams
• Certifications: AZ900, ITIL V4, CCNA
• Bachelor’s degree in information technology / Computer Science