IT Support Engineer – Corporate Outsource

IHA Forum; Dubai; On-site; AED 120,000 - 160,000; Full time

Job summary

IHA Forum is seeking an IT Support Engineer to provide technical assistance for corporate users across Emarat’s offices. The role focuses on Windows OS troubleshooting, user support, and IT service management, with emphasis on minimizing downtime and maintaining IT infrastructure.

Responsibilities include onsite and remote support, AD and group policy administration, MS 365 management, and incident handling per ITIL practices. Travel to branch offices may be required.

Qualifications

• Minimum 3+ years of experience providing IT support for corporate users.
• Strong expertise in Windows 10/11 troubleshooting and administration.
• Experience with AD, GPOs, and user provisioning.

Responsibilities

• Provide onsite and remote support for Windows OS, hardware, and software issues.
• Troubleshoot desktop, laptop, printer, and peripheral device problems.
• Install, configure, and maintain Windows-based systems and apps.
• Assist in user account management, password resets, access provisioning.
• Support network connectivity issues and IT security compliance.
• Monitor IT service requests via ticketing systems and resolve timely.
• Support Microsoft 365 apps (Outlook, Teams, SharePoint, OneDrive).
• Contribute to knowledge base with incident resolutions.

Skills

Windows OS

Active Directory

Group Policies

User Management

Microsoft 365

Networking basics

ITSM tools

Education

Bachelor's degree in IT or CS

Tools

Ticketing systems

Microsoft 365 admin tools

Job description

Job Summary:

The IT Support Engineer will be responsible for providing technical support to corporate users across Emarat’s corporate and branch offices. The role requires expertise in Windows OS troubleshooting, user support, and IT service management. The engineer will handle technical issues, ensure minimal downtime, and support IT infrastructure as per business requirements.

Key Responsibilities:

• Provide onsite and remote support for corporate users on Windows OS, hardware, and software issues.
• Troubleshoot and resolve desktop, laptop, printer, and peripheral device issues.
• Perform installation, configuration, and maintenance of Windows-based systems and applications.
• Assist in user account management, including password resets, access provisioning, and permissions management.
• Support network connectivity issues.
• Collaborate with IT security teams to ensure compliance with security policies and best practices.
• Monitor and manage IT service requests via ticketing systems and ensure timely resolution.
• Provide support for Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive, etc.).
• Assist in hardware and software upgrades as required.
• Document incidents, solutions, and troubleshooting steps for knowledge base improvement.
• Ensure adherence to ITIL best practices in incident, change, and problem management.
• Report to the Manager – Network & Support and provide regular updates on IT support activities.

Required Qualifications & Skills:

Education:

• Bachelor’s degree in information technology, Computer Science, or a related displine.

Technical Skills & Experience:

• 3+ years of experience in IT support for corporate users.
• Strong knowledge of Windows OS (Windows 10 & 11) troubleshooting and administration.
• Experience with Active Directory, Group Policies, and User Management.
• Hands-on experience with hardware troubleshooting (laptops, desktops, printers, and peripherals).
• Good understanding of Microsoft 365 applications and administration.
• Basic knowledge of networking concepts (TCP/IP, DNS, DHCP, VPN, Wi‑Fi).
• Experience with ITSM tools and ticketing systems.

Certifications (Preferred):

• Microsoft Certifications (MCP, MCSA, or Microsoft 365 Certified: Modern Desktop Administrator Associate).
• CompTIA A+ or CompTIA Network+.
• ITIL 4 Foundation Certification (Preferred).

Soft Skills:

• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work in shifts and provide on‑call support as and when required.
• Good time management and ability to prioritize tasks effectively.
• UAE Valid Driving License

Working Conditions:

• Work Location: Emarat Corporate Office & Branch Offices.
• Shift-based work may be required to ensure IT support availability.
• Travel to branch offices may be required as per business needs.