IT Support Engineer - (Help Desk & Infrastructure Support)

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

Job summary

GSS Group in Dubai invites an experienced IT Support Engineer / IT Help Desk Specialist to provide first-line technical support and ensure smooth day-to-day IT operations in a professional office environment.

You will handle incidents, support Windows, Office 365, Active Directory, basic networking, VPN connectivity and ITSM ticketing, while adhering to SLA timelines and contributing to knowledge base.

Qualifications

• 2+ years of IT support, service desk or help desk experience.
• Strong knowledge of Windows OS.
• Proficient in Microsoft Office 365 applications.
• Experience with Active Directory user accounts and group policies.
• Understanding of ITIL concepts is a plus.

Responsibilities

• Provide first-level technical support for incidents and service requests.
• Log, categorize, prioritize, track and close incidents using ITSM tools.
• Troubleshoot hardware, software and basic network issues.
• Assist users with Windows and Office applications.
• Manage user access, VPN connectivity and email issues.
• Install and support desktops, laptops, printers and other end-user devices.
• Follow SLA timelines and document resolutions.

Skills

Windows OS

Microsoft Office 365

Active Directory

Networking basics

ITSM platforms

VPN connectivity

Tools

ManageEngine

ServiceNow

Job description

We are looking for an experiencedIT Support Engineer / IT Help Desk Specialistto provide first-line technical support and ensure smooth day-to-day IT operations within a professional office environment.

The successful candidate will be responsible for handling IT incidents and service requests, troubleshooting hardware, software and network issues, supporting user access and connectivity, and ensuring all incidents are properly logged, tracked and resolved within agreed SLA timelines.

The role requires strong customer service and communication skills, along with practical knowledge ofWindows, Microsoft Office, Active Directory, basic networking and ITSM platforms.

Key Responsibilities

• Provide first-level technical support for IT incidents, service requests and end-user issues.
• Log, categorize, prioritize, track and close incidents using ITSM tools such asManageEngine, ServiceNow or similar platforms.
• Troubleshoot and resolvehardware, software and basic network-related issues.
• Provide user support forWindows operating systems and Microsoft Office applications.
• Support users withsystem access, account issues, VPN connectivity and email-related problems.
• Install, configure and troubleshootdesktops, laptops, printers and other end-user devices.
• Perform basic user administration and access management usingActive Directory.
• Escalate unresolved or complex technical issues to the appropriate infrastructure, network, application or security teams.
• Follow up on escalated incidents and ensure timely resolution and closure.
• Ensure all incidents and service requests are handled in accordance with definedSLA timelines and IT support procedures.
• Maintain accurate documentation of incidents, troubleshooting steps, resolutions and recurring issues.
• Contribute to and maintain IT knowledge-base documentation and standard troubleshooting procedures.
• Support employee onboarding and offboarding activities, including user accounts, access, devices and IT setup.
• Coordinate with internal IT teams and external IT vendors, hardware suppliers, software providers and service partners when required.
• Ensure compliance with IT policies, procedures, security requirements and operational standards.

Required Technical Skills

IT Support & Troubleshooting

• Minimum2 years of experience in IT support, service desk or help desk environments.
• Strong knowledge ofWindows Operating Systems.
• Good working knowledge ofMicrosoft Office / Microsoft 365 applications.
• Hands-on experience troubleshooting desktops, laptops, printers and other IT peripherals.
• Basic understanding of hardware and software troubleshooting.

Networking & Connectivity

• Basic knowledge of networking concepts includingTCP/IP, DNS, DHCP and LAN/WAN fundamentals.
• Experience troubleshooting basic network connectivity issues.
• Experience supportingVPN connectivityand remote access issues.
• Basic understanding of network and connectivity troubleshooting.

ITSM & Service Management

• Hands-on experience withITSM platforms, preferably ManageEngine, ServiceNow or similar.
• Experience logging, categorizing, prioritizing, tracking and closing incidents and service requests.
• Understanding ofSLA management, escalation procedures and ticket lifecycle management.
• Ability to maintain accurate incident records and technical documentation.
• Knowledge ofITIL principlesis preferred.

Active Directory & User Administration

• Practical knowledge ofActive Directory.
• Experience with basic user administration, account creation/modification, password resets and access-related support.
• Understanding of user onboarding and offboarding processes.

Security & System Administration

• Basic understanding ofcybersecurity risks and IT security best practices.
• Basic system administration knowledge.
• Ability to follow organizational security policies and access-control procedures.
• Understanding of secure handling of user accounts, credentials and IT assets.

Preferred Certifications

The following certifications will be considered an advantage:

• ITIL Foundation
• Microsoft certifications
• AWS certifications
• Oracle certifications
• Relevant software development or technology certifications
• Other recognized IT infrastructure, support or service management certifications

Stakeholder & Collaboration Responsibilities

The role will work closely with:

• End users across the organization
• IT Infrastructure and Network teams
• Applications / Systems Support teams
• Information Security teams
• HR and Administration teams for onboarding and offboarding
• External IT vendors and hardware suppliers
• Software providers and technical support partners
• Internet and telecommunications service providers

Required Behavioral Competencies

The successful candidate should demonstrate:

• Strong stakeholder engagement and customer service orientation.
• Excellent verbal and written communication skills.
• Strong collaboration and teamwork.
• Results-oriented approach with a focus on timely resolution.
• Adaptability and willingness to learn new technologies and systems.
• Professionalism and a strong sense of accountability.
• Ability to work calmly and effectively under pressure.
• Strong troubleshooting and problem-solving mindset.
• Ability to prioritize multiple incidents and service requests.
• Strong attention to detail and commitment to service quality.

Performance Expectations

The successful candidate will be expected to:

• Resolve a high percentage of incidents within agreed SLA timelines.
• MaximizeFirst Contact Resolution (FCR)wherever possible.
• Maintain accurate ticket categorization, documentation and closure.
… etc