IT-Support engineer

Black Pearl Consult; Dubai; On-site; AED 180,000 - 280,000; Full time

Job summary

Black Pearl Consult is partnering with a well-established organization in Dubai to recruit a VIP IT Support Engineer. You will deliver high-quality, white-glove IT support to senior executives, ensuring smooth daily technology operations with professionalism, discretion, and responsiveness.

You will troubleshoot across Windows/macOS, Microsoft 365, and collaboration tools, manage identities, and coordinate onboarding/offboarding for executive staff, including room tech and events.

Qualifications

• 3–8 years of experience in IT Support, Desktop Support, EUC, or Executive/VIP Support.
• Hands-on experience supporting Windows and macOS environments.
• Strong knowledge of Microsoft 365, including Outlook, Teams, OneDrive, and SharePoint.
• Experience with Active Directory, Microsoft Entra ID (Azure AD), and user identity management.
• Experience supporting iOS and Android mobile devices.
• Knowledge of ServiceNow or other ITSM platforms.
• Strong troubleshooting skills covering hardware, software, printers, networking, and peripheral devices.
• Excellent communication, interpersonal, and customer service skills.
• Ability to work independently while managing multiple priorities in a fast-paced environment.
• High level of professionalism, discretion, and commitment to delivering outstanding support to executive stakeholders.

Responsibilities

• Provide dedicated IT support to executives, senior management, and VIP users.
• Diagnose and resolve hardware, software, OS, network, and mobility-related issues.
• Support Windows and macOS devices, Microsoft 365 apps, and collaboration platforms.
• Administer user accounts, access permissions, MFA, and identity management.
• Coordinate onboarding/offboarding for executives, ensuring equipment and access are prepared.
• Support meeting rooms, video conferencing systems, and executive events.
• Provision laptops, desktops, mobile devices, and peripherals.
• Install, configure, and maintain software and OS updates.
• Collaborate with internal teams and third-party vendors to resolve issues.
• Maintain documentation of incidents, resolutions, and procedures.
• Ensure requests and incidents meet SLAs while delivering exceptional service.

Skills

Customer service

Communication

Interpersonal skills

Troubleshooting

Education

ITIL Foundation certification

Tools

ServiceNow

Microsoft Intune

SCCM

Azure AD

EndPoint management

Job description

We are partnering with a well-established organization in Dubai to recruit a VIP IT Support Engineer who is passionate about delivering exceptional technology support and customer service to senior executives and business leaders. This is an excellent opportunity for an IT professional who thrives in a fast-paced corporate environment and enjoys providing high-quality, white-glove support to executive stakeholders. You will play a key role in ensuring seamless day-to-day technology operations for senior leadership while maintaining the highest standards of professionalism, discretion, and responsiveness.

As part of the client's ongoing commitment to building a diverse and inclusive workplace, applications from qualified professionals of all backgrounds are welcomed. The organization particularly encourages applications from talented women to help strengthen diversity within the team.

Key Responsibilities

• Provide dedicated IT support to executives, senior management, and VIP users.
• Diagnose and resolve hardware, software, operating system, network, and mobility-related issues.
• Support Windows and macOS devices, Microsoft 365 applications, and collaboration platforms.
• Administer user accounts, access permissions, multi-factor authentication (MFA), and identity management.
• Coordinate executive onboarding and offboarding, ensuring all IT equipment and access are prepared and managed efficiently.
• Support meeting rooms, video conferencing systems, and executive events.
• Provision laptops, desktops, mobile devices, and peripherals.
• Install, configure, and maintain software applications and operating system updates.
• Work closely with internal technical teams and third-party vendors to resolve complex technical issues.
• Maintain accurate documentation of incidents, resolutions, and technical procedures.
• Ensure service requests and incidents are handled within agreed service levels while delivering an exceptional customer experience.

Requirements

To be considered for this role, you need to meet the following criteria:

• 3-8 years of experience in IT Support, Desktop Support, End User Computing (EUC), or Executive/VIP Support.
• Hands-on experience supporting Microsoft Windows and macOS environments.
• Strong knowledge of Microsoft 365, including Outlook, Teams, OneDrive, and SharePoint.
• Experience with Active Directory, Microsoft Entra ID (Azure AD), and user identity management.
• Experience supporting iOS and Android mobile devices.
• Knowledge of ServiceNow or other IT Service Management (ITSM) platforms.
• Strong troubleshooting skills covering hardware, software, printers, networking, and peripheral devices.
• Excellent communication, interpersonal, and customer service skills.
• Ability to work independently while managing multiple priorities in a fast-paced environment.
• High level of professionalism, discretion, and commitment to delivering outstanding support to executive stakeholders.

Preferred Qualifications

• Experience providing dedicated support to C-level executives or senior leadership.
• ITIL Foundation certification.
• Experience with Microsoft Intune, SCCM, or other endpoint management solutions.
• Knowledge of meeting room technologies, audio-visual equipment, and collaboration platforms.

What We're Looking For

• A strong customer-first mindset.
• Excellent problem-solving and troubleshooting abilities.
• Confidence in supporting senior executives in high-pressure situations.
• Outstanding communication and relationship-building skills.
• A proactive approach with strong attention to detail.
• The ability to maintain confidentiality and professionalism at all times.