IT Service Desk Engineer

Gulfjobfair; United Arab Emirates; On-site; AED 60,000 - 90,000; Full time

Job summary

White Hats is seeking an IT Service Desk Engineer to provide L1/L2 support, log and resolve incidents, and ensure SLA-aligned service delivery onsite in the UAE. The role requires 3–5 years of hands-on IT service desk experience and strong knowledge of Microsoft 365, Windows/macOS, networking, and ITSM tools.

Proficiency with ServiceNow, Freshservice, Zendesk, or similar platforms is essential, along with excellent English communication and a solid understanding of Incident Management and SLAs.

Qualifications

• 3–5 years of hands-on experience in IT Service Desk / Helpdesk / Frontline IT Support.
• Strong knowledge of Microsoft 365, Windows/macOS, networking, and endpoint support.
• Hands-on experience with ITSM/ticketing tools such as ServiceNow, Freshservice, Zendesk, or similar.
• Good understanding of Incident Management and SLA processes.
• Strong troubleshooting and problem-solving skills.
• Excellent English communication skills.
• MSP / Managed IT Services experience is preferred.
• ITIL certification is an advantage.
• Candidates currently based in the UAE are preferred.

Responsibilities

• Provide L1/L2 technical support to end users.
• Log, monitor, prioritize, and resolve IT incidents and service requests.
• Troubleshoot Windows, macOS, Microsoft 365, hardware, software, and basic networking issues.
• Manage and update tickets using ITSM/ticketing tools.
• Maintain accurate documentation of troubleshooting steps and resolutions.
• Ensure timely resolution of tickets within SLA.
• Escalate complex issues to L2/L3 teams or vendors when required.
• Coordinate with onsite engineers and internal technical teams.
• Deliver professional, customer-focused technical support.

Skills

End-user support

Customer service

Troubleshooting

Incident management

English communication

Tools

ServiceNow

Freshservice

Zendesk

ITSM tools

Microsoft 365

Windows/macOS

Job description

IT Service Desk Engineer

Company Name – White Hats

Location: UAE

Work Mode: Onsite

Experience: 3–5 Years

Employment Type: Full-Time

About the Role
White Hats is looking for an experienced IT Service Desk Engineer to provide L1/L2 technical support, troubleshoot IT issues, manage service requests, and ensure timely resolution in line with SLA requirements.

Key Responsibilities

• Provide L1/L2 technical support to end users.
• Log, monitor, prioritize, and resolve IT incidents and service requests.
• Troubleshoot Windows, macOS, Microsoft 365, hardware, software, and basic networking issues.
• Manage and update tickets using ITSM/ticketing tools.
• Maintain accurate documentation of troubleshooting steps and resolutions.
• Ensure timely resolution of tickets within SLA.
• Escalate complex issues to L2/L3 teams or vendors when required.
• Coordinate with onsite engineers and internal technical teams.
• Deliver professional, customer-focused technical support.

Requirements

• 3–5 years of hands-on experience in IT Service Desk / Helpdesk / Frontline IT Support.
• Strong knowledge of Microsoft 365, Windows/macOS, networking, and endpoint support.
• Hands-on experience with ITSM/ticketing tools such as ServiceNow, Freshservice, Zendesk, or similar.
• Good understanding of Incident Management and SLA processes.
• Strong troubleshooting and problem-solving skills.
• Excellent English communication skills.
• Strong customer service and interpersonal skills.
• MSP / Managed IT Services experience is preferred.
• ITIL certification is an advantage.
• Candidates currently based in the UAE are preferred.