IT Support Engineer (Level 1)

PO Trading - F.Z.E; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

PO Trading - F.Z.E in Dubai is seeking an experienced IT professional for end-user support, network administration and security administration across multiple offices.

You will handle desktop, server, and telephony tasks, maintain active directory and VPNs, and support regional offices while participating in on-call rotations.

Qualifications

• Bachelor's degree or diploma in IT, Computer Science, Electronics or a related field.
• 2 to 4 years of hands‑on IT support experience, including network and firewall administration.
• Experience supporting a multi‑site environment of 100+ users.

Responsibilities

• Act as first point of contact for IT requests, phone, email and walk-in.
• Log, prioritise, resolve or escal.
• Support Windows and macOS laptops, desktops, printers, scanners, mobile devices and peripherals.
• Monitor and maintain LAN, WAN, Wi‑Fi and site‑to‑site connectivity across offices.
• Configure and troubleshoot Cisco switches and access points: VLANs, trunking, port security, PoE.
• Manage IP addressing, DHCP scopes, DNS records and basic routing.
• Troubleshoot connectivity using ping, traceroute, Wireshark and switch/firewall logs.
• Coordinate with ISPs on link outages, circuit faults and bandwidth issues.
• Administer Active Directory and Entra ID: users, groups, GPOs, password resets, account lockouts.
• Maintain Windows Server roles (file server, DNS, DHCP, print) and basic Linux servers.
• Support virtualisation hosts (VMware or Hyper‑V) and cloud workloads (Azure, AWS) at L1 level.
• Apply OS and application patches on a defined schedule.
• Maintain asset inventory, licence records and network documentation.
• Administer the IP PBX (Avaya IP Office or equivalent): extensions, hunt groups, call routing, voicemail.
• Configure IP phones, SIP trunks and auto-attendant / IVR changes.
• Troubleshoot call quality issues (jitter, latency, QoS) with the network team and telecom provider.
• Back up PBX configuration regularly and before any change.
• Run and monitor daily backup jobs for servers, Microsoft 365, network devices and PBX.
• Investigate failed jobs and rerun or escal.
• Perform scheduled test restores and record the results.
• Follow the 3-2-1 backup rule and support DR drills.
• Set up and support meeting rooms and video conferencing equipment.
• Support regional offices remotely and travel when required.
• Take part in an on-call rotation for critical outages.
• Perform other IT tasks assigned by the IT Manager.

Skills

IT support

Network admin

Firewall admin

Windows Server

Linux

VPN

Wireshark

Active Directory

FortiGate

Cisco CCNA

IP PBX

Education

Bachelor's degree in IT or related field

Tools

FortiGate firewall

Cisco switches

VMware/Hyper-V

Azure/AWS

Veeam/Acronis

Wireshark

Active Directory

Entra ID

Microsoft 365 admin

Avaya IP Office

Job description

End-user support and helpdesk

• Act as first point of contact for IT requests, phone, email and walk-in.
• Log, prioritise, resolve or escal
• Support Windows and macOS laptops, desktops, printers, scanners, mobile devices and peripherals.

Network administration

• Monitor and maintain LAN, WAN, Wi-Fi and site-to-site connectivity across offices.
• Configure and troubleshoot Cisco switches and access points: VLANs, trunking, port security, PoE.
• Manage IP addressing, DHCP scopes, DNS records and basic routing.
• Troubleshoot connectivity using ping, traceroute, Wireshark and switch/firewall logs.
• Coordinate with ISPs on link outages, circuit faults and bandwidth issues.

Firewall and security

• Administer FortiGate firewalls: policies, NAT, address objects, VIPs and routing.
• Configure and support IPsec site-to-site and SSL/IPsec remote access VPNs (FortiClient).
• Maintain web filtering, application control, IPS and antivirus profiles.
• Review FortiAnalyzer and firewall logs daily, and report suspicious activity to the IT Manager.
• Support endpoint security (EDR) alerts, patch compliance and MFA enrolment.
• Follow change control: back up firewall configuration before and after every change.

System administration

• Administer Active Directory and Entra ID: users, groups, GPOs, password resets, account lockouts.
• Maintain Windows Server roles (file server, DNS, DHCP, print) and basic Linux servers.
• Support virtualisation hosts (VMware or Hyper‑V) and cloud workloads (Azure, AWS) at L1 level.
• Apply OS and application patches on a defined schedule.
• Maintain asset inventory, licence records and network documentation.

PBX and telephony

• Administer the IP PBX (Avaya IP Office or equivalent): extensions, hunt groups, call routing, voicemail.
• Configure IP phones, SIP trunks and auto-attendant / IVR changes.
• Troubleshoot call quality issues (jitter, latency, QoS) with the network team and telecom provider.
• Back up PBX configuration regularly and before any change.

Backup and disaster recovery

• Run and monitor daily backup jobs for servers, Microsoft 365, network devices and PBX.
• Investigate failed jobs and rerun or escal
• Perform scheduled test restores and record the results.
• Follow the 3-2-1 backup rule and support DR drills.

Other duties

• Set up and support meeting rooms and video conferencing equipment.
• Support regional offices remotely and travel when required.
• Take part in an on-call rotation for critical outages.
• Perform other IT tasks assigned by the IT Manager.

• Bachelor's degree or diploma in IT, Computer Science, Electronics or a related field.
• 2 to 4 years of hands‑on IT support experience, including network and firewall administration.
• Experience supporting a multi‑site environment of 100+ users.

Desired Candidate Profile

• Bachelor's degree or diploma in IT, Computer Science, Electronics or a related field.
• 2 to 4 years of hands‑on IT support experience, including network and firewall administration.
• Experience supporting a multi‑site environment of 100+ users.
• Fortinet FCP FortiGate Administrator (formerly NSE 4)
• Cisco CCNA

Technical skills

• FortiGate configuration: policies, NAT, VPN, SD-WAN, security profiles, HA basics.
• Cisco IOS switching and routing: VLANs, STP, inter‑VLAN routing, ACLs, static and OSPF routes.
• Solid TCP/IP, subnetting, DNS, DHCP, NTP and Wi‑Fi fundamentals.
• Windows Server, Active Directory, Group Policy, Entra ID and Microsoft 365 admin centre.
• Working knowledge of Linux command line.
• IP PBX administration, SIP and VoIP troubleshooting.
• Backup platforms such as Veeam, Acronis or Synology, including restore testing.
• Ticketing systems and remote support tools.
• Packet capture and analysis with Wireshark.