IT Support Engineer

Transguard Workforce Solutions; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading company in the UAE is seeking an IT Support Engineer to provide essential Level 1 support for end-users. The role emphasizes collaboration across teams, incident management according to ITIL practices, and continuous improvement of IT services. With a focus on customer satisfaction, candidates should have strong technical expertise and 3+ years of relevant experience.

Qualifications

• 3+ years of experience in IT support or systems administration.
• ITIL Foundation certification or experience is required.
• Strong knowledge of Windows and Mac OS environments.

Responsibilities

• Provide Level 1/2 technical support for hardware and software issues.
• Manage and resolve incidents and service requests.
• Monitor and maintain IT systems, including servers and workstations.

Skills

Problem-solving

Customer Service

Communication

Team Collaboration

Education

Bachelor’s degree in Computer Science, Information Technology, or related field

Tools

ITSM tools (e.g., ServiceNow, Jira Service Desk)

Job description

Job Summary:

We are seeking a skilled and customer-focused IT Support Engineer with strong technical expertise and a solid understanding of ITIL practices. The ideal candidate will provide Level 1 support for end-users, manage incidents and service requests, and contribute to continuous improvement of IT services. This role requires excellent problem-solving skills, a proactive attitude, and the ability to work collaboratively across teams.

Key Responsibilities:

• Provide Level 1/2 technical support for hardware, software, network, and application issues.
• Manage and resolve incidents and service requests in accordance with ITIL processes.
• Monitor and maintain IT systems, including servers, workstations, and network infrastructure.
• Escalate complex issues to appropriate teams and follow up to ensure resolution.
• Document troubleshooting steps, solutions, and updates in the ticketing system.
• Participate in change management, problem management, and service improvement initiatives.
• Ensure compliance with IT policies, procedures, and security standards.
• Assist in onboarding/offboarding processes including account setup and hardware provisioning.
• Collaborate with vendors and third-party support providers when necessary.
• Provide training and guidance to end-users on IT tools and best practices.

Required Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• 3+ years of experience in IT support or systems administration.
• ITIL Foundation certification or experience is required.
• Strong knowledge of Windows and Mac OS environments, Active Directory, Office 365, and networking fundamentals and One drive.
• Experience with ITSM tools (e.g., ServiceNow, Jira Service Desk).
• Excellent communication and customer service skills.
• Ability to work independently and manage multiple priorities.