IT Support Engineer/Agent

BlackStone eIT; United Arab Emirates; On-site; AED 60,000 - 120,000; Full time

Job summary

BlackStone eIT seeks an experienced IT Support Specialist to diagnose and resolve incidents across the ITSM platform. You will support laptops, desktops, OS, Microsoft 365, printers and standard workplace applications while ensuring secure access and proper user onboarding across multiple UAE offices.

You will maintain endpoint records, assist with meeting-room tech, and escalate complex issues with clear diagnostics. Arabic and English communication is highly preferred for user-facing support.

Qualifications

• Minimum 5 years of professional end-user computing or desktop support.
• Strong hands-on experience with Windows endpoints and Microsoft 365.
• Experience with printers, peripherals and enterprise apps.
• Working knowledge of AD/Entra ID, Intune/MDM and ITSM tools.
• ITIL 4 Foundation or CompTIA A+/Network+ certifications preferred.

Responsibilities

• Receive, diagnose and resolve incidents and service requests via the ITSM platform.
• Support laptops, desktops, O/S, Microsoft 365, printers and workplace apps.
• Provide user accounts, access, password and M365 support under security controls.
• Configure, deploy, replace and recover endpoint devices and maintain asset records.
• Support meeting rooms and conferencing equipment.
• Escalate unresolved or specialist issues with diagnostics and user-impact data.
• Document knowledge articles and contribute to first-contact resolution.
• Follow security and data handling requirements at all locations.
• Work across offices/emirates as scheduled.
• Prefer Arabic and English communication for user-facing support.

Skills

End-user computing

Desktop support

Windows endpoints

Microsoft 365

Printers & peripherals

Customer service

Arabic & English

ITIL

Education

ITIL 4 Foundation

CompTIA A+ / Network+

Microsoft Endpoint certification

Tools

ITSM ticketing tools

Intune/MDM

Active Directory/Entra ID

Job description

Receive, diagnose and resolve incidents and service requests through the approved ITSM platform and support procedures.

• Support laptops, desktops, operating systems, Microsoft 365, printers, peripherals and standard workplace applications.


• Provide user-account, access, password and Microsoft 365 support within approved identity and security controls.


• Configure, deploy, replace and recover endpoint devices and maintain accurate asset and assignment records.


• Support meeting rooms, conferencing equipment and common workplace technology.


• Escalate unresolved or specialist issues with complete diagnostics, evidence and user-impact information.


• Maintain knowledge articles, resolution notes and recurring-issue records and contribute to first-contact resolution improvement.


• Follow security, confidentiality, acceptable-use, access and data-handling requirements at all assigned locations.


• Support agreed user onboarding/offboarding and office-move activities.


• Work from different offices or emirates when assigned through the agreed operational schedule.


• Minimum 5 years of professional end-user computing, desktop support or service support experience.


• Strong hands-on experience with Windows endpoints, Microsoft 365, hardware troubleshooting, printers and common enterprise applications.


• Working knowledge of Active Directory/Entra ID, endpoint management, Intune/MDM and ITSM ticketing tools.


• ITIL 4 Foundation, CompTIA A+/Network+ or Microsoft Endpoint certification preferred.


• Professional customer-service skills, clear ticket documentation and the ability to work independently onsite.


• Arabic and English communication skills are strongly preferred for user-facing support.


• Preferred Profile – Previous experience providing onsite support within UAE government entities.


• Working knowledge of TDRA-related access, connectivity or government technology-support processes.


• Experience supporting users across multiple offices and coordinating priority incidents.


• Expected Contribution – Tickets are accurately recorded, prioritised, owned and resolved or escalated against the confirmed SLA.


• Users receive professional, consistent support across all assigned locations.


• Asset, endpoint and resolution records remain accurate and auditable.


• Recurring issues and knowledge gaps are documented and reduced over time.