IT Service Desk Engineer – Voice Support | Dubai, UAE

Uasmart; Dubai; On-site; AED 60,000 - 90,000; Full time

Job summary

Uasmart in Dubai, United Arab Emirates, seeks an experienced IT Service Desk Engineer specialized in voice-based support. You will provide frontline technical assistance to users by phone and email, diagnose common IT issues, and ensure rapid incident resolution within ITSM processes.

The ideal candidate has at least 3 years of voice-based service desk experience, fluent Arabic and English, and solid knowledge of Windows, Microsoft 365, Active Directory, VPN, and basic networking.

Qualifications

• Minimum 3 years of voice-based IT service desk experience.
• Arabic-speaking capability is mandatory.
• Strong Arabic and English communication skills.
• Proven experience providing technical support through calls and emails.
• Strong knowledge of Windows.
• Practical experience with Microsoft 365.
• Working knowledge of Active Directory.
• Experience troubleshooting VPN issues.
• Basic networking knowledge.
• Experience with ITSM ticketing tools.
• Strong communication and customer service skills.
• Ability to troubleshoot issues efficiently in a voice-based support environment.
• Candidates must be available to join within 30 days.
• Candidates whose experience is limited to onsite, field, or desk-side support should not apply.

Responsibilities

• Provide first-line technical support to users through voice calls and email.
• Diagnose and troubleshoot common IT hardware, software, connectivity, and access-related issues.
• Support Windows and Microsoft 365 environments.
• Provide assistance with Active Directory-related user and access issues.
• Troubleshoot VPN connectivity and basic networking problems.
• Record, update, and manage incidents and service requests using ITSM ticketing tools.
• Monitor assigned tickets and ensure timely resolution or escalation.
• Communicate technical solutions clearly to users in Arabic and English.
• Follow established service desk procedures and escalation processes.
• Maintain accurate documentation of incidents, troubleshooting steps, and resolutions.
• Deliver professional customer service throughout the support process.

Skills

Arabic language

English language

Windows OS

Microsoft 365

Active Directory

VPN

Networking basics

ITSM ticketing tools

Communication

Customer service

Tools

ITSM ticketing tools

Job description

Location

Dubai, United Arab Emirates

Job Category

Information Technology (IT) & Software
Customer Service & Support
Telecommunications

Job Overview

We are seeking an experienced IT Service Desk Engineer specializing in voice-based technical support to join a professional IT service environment in Dubai. The role will provide technical assistance to users through calls and emails while ensuring efficient incident resolution, accurate ticket management, and a high standard of customer service.

The successful candidate must have at least 3 years of voice-based IT service desk experience and strong Arabic and English communication skills. This position requires practical knowledge of Windows, Microsoft 365, Active Directory, VPN, basic networking, and ITSM ticketing tools.

This is a customer-facing technical support opportunity for professionals looking to strengthen their career in IT service management, service desk operations, troubleshooting, and technical support. Candidates with only onsite, field, or desk-side support experience are not suitable for this position.

Key Responsibilities

• Provide first-line technical support to users through voice calls and email.
• Diagnose and troubleshoot common IT hardware, software, connectivity, and access-related issues.
• Support Windows and Microsoft 365 environments.
• Provide assistance with Active Directory-related user and access issues.
• Troubleshoot VPN connectivity and basic networking problems.
• Record, update, and manage incidents and service requests using ITSM ticketing tools.
• Monitor assigned tickets and ensure timely resolution or escalation.
• Communicate technical solutions clearly to users in Arabic and English.
• Follow established service desk procedures and escalation processes.
• Maintain accurate documentation of incidents, troubleshooting steps, and resolutions.
• Deliver professional customer service throughout the support process.

Requirements & Qualifications

• Minimum 3 years of relevant voice-based IT service desk experience.
• Arabic-speaking capability is mandatory.
• Strong Arabic and English communication skills.
• Proven experience providing technical support through calls and emails.
• Strong knowledge of Windows.
• Practical experience with Microsoft 365.
• Working knowledge of Active Directory.
• Experience troubleshooting VPN issues.
• Basic networking knowledge.
• Experience with ITSM ticketing tools.
• Strong communication and customer service skills.
• Ability to troubleshoot issues efficiently in a voice-based support environment.
• Candidates must be available to join within 30 days.
• Candidates whose experience is limited to onsite, field, or desk-side support should not apply.

Salary, Benefits & Career Growth

Salary and specific compensation details have not been provided. Applicants are requested to mention their current salary and expected salary when applying.

This role provides an opportunity to develop further expertise in IT service desk operations, ITSM processes, technical troubleshooting, Microsoft technologies, incident management, and customer support. Continued technical training and relevant IT service management certifications can support long-term professional development and career growth.