IT Operations & Support Engineer

VerityX Talent; Dubai; Presencial; AED 150 000 - 230 000; Tempo integral

Resumo da oferta

VerityX Talent in Dubai seeks experienced IT Operations & Support Engineers for a long-term, on-site engagement to support enterprise IT operations across service desk, command-centre and 24x7 environments.

You will own incident resolution, service restoration and user experience, work with monitoring platforms, perform root-cause analysis and contribute to knowledge articles and deployments.

Qualificações

• 5+ years in enterprise IT support, service desk or 24x7 environments.
• Proficient with Windows/macOS administration and device management.
• Experience with ITSM tools such as ServiceNow and ITIL processes.

Responsabilidades

• Resolve Level 1 and Level 2 incidents and service requests.
• Monitor service health using observability platforms and assist restoration.
• Conduct root-cause analysis and create permanent fixes.
• Support users via phone, email, chat, and on-site as needed.
• Maintain documentation and conduct knowledge-transfer sessions.
• Assist with deployments, upgrades and after-hours support.

Conhecimentos

IT Support Operations

Service Desk

TCC/24x7 Support

Windows/macOS Admin

Microsoft 365/Exchange/AD

ITSM/ServiceNow/ITIL

Networking basics

Incident Management

Descrição da oferta de emprego

We are seeking experienced IT Operations & Support Engineers for a long-term onsite engagement in Dubai. The role supports enterprise IT operations across service desk, command-centre and 24x7 support environments, with strong ownership of incident resolution, service restoration and user experience. ASAP Immediate joiner

Core Technical Capability:

• 5+ years in enterprise IT support, Service Desk, Technology Command Centre (TCC) or 24x7 support environments.
• Windows and macOS administration, endpoint support, remote troubleshooting and device management.
• Microsoft 365, Exchange (server and client), Active Directory, Microsoft Entra ID, user provisioning and access management.
• Networking fundamentals: TCP/IP, DNS, DHCP, VPN technologies and connectivity troubleshooting.
• ITSM platforms such as ServiceNow and practical knowledge of ITIL processes.

Key Responsibilities:

• Resolve Level 1 and Level 2 incidents, service requests, operational issues and user-support activities.
• Use monitoring, alerting and observability platforms to monitor service health, analyse events and support service restoration.
• Perform root-cause analysis, identify recurring issues, create problem records and support permanent fixes.
• Support users through phone, email, chat, walk-up support and self-service channels.
• Maintain technical documentation, operational procedures and knowledge articles; conduct knowledge-transfer sessions.
• Support deployments, upgrades and configuration changes, including on-call and after-hours support where required.

Experience & Operating Skills:

• Major Incident coordination across technical teams, vendors and stakeholders.
• Strong customer service, stakeholder management, communication and vendor coordination in fast-paced operations.
• Continuous service improvement, automation opportunities and shift-left initiatives.
• Operational governance, cybersecurity controls, compliance requirements and data-protection standards.