IT Support Engineer - Managed Services (MSP)

Purple Rock IT Solutions; Dubai; Hybrid; AED 67,000 - 89,000; Full time

Benefits offered by this job

Medical insurance

Annual air ticket

Annual leave after 1 year

Vendor training & certifications

Exposure to clients & technologies

Job summary

Purple Rock IT Solutions is seeking an IT Support Engineer to join its MSP-focused team in the UAE. You will be the day-to-day technical contact for a portfolio of clients, resolve tickets, troubleshoot Windows and Mac environments.

Working primarily remotely with occasional on-site visits across the UAE, you’ll document fixes clearly, maintain RMM tooling, and communicate complex issues in plain language to non-technical users.

Qualifications

• Degree in IT, Computer Science or equivalent.
• 2+ years IT support experience in UAE with MSP.
• Experience with RMM tools (NinjaOne, ConnectWise, Datto).
• Experience with ticketing systems (Zoho Desk, Freshdesk, Zendesk, HaloPSA).
• Microsoft 365 certification (e.g. MS-900, MD-102 or MS-102).
• Available to join immediately or on short notice.
• Strong Windows and macOS support experience.
• Knowledge of Windows Server, virtualization, backup & DR.
• Good troubleshooting and documentation habits.
• Comfortable communicating with clients as primary tech contact.

Responsibilities

• Respond to and resolve tickets within SLAs.
• Support end users across Windows, macOS, M365 and common apps.
• Manage Windows servers, backups and basic virtualization.
• Monitor client environments with RMM tools and respond to alerts.
• Handle basic networking issues (switches, firewalls, Wi‑Fi, VPN) and escalate when needed.
• Document fixes, configurations and client environments clearly.
• Visit client sites for installs, onboarding and hands-on support.

Skills

RMM tools

Ticketing system

Windows support

macOS support

Microsoft 365

Networking basics

Documentation

Client communication

On-site visits

Education

Degree in IT/CS

Tools

NinjaOne

ConnectWise

Datto

Job description

Purple Rock is growing its Managed Services team and we're hiring IT Support Engineers who can start immediately.

You'll be the day-to-day technical contact for a portfolio of our MSP clients. That means handling tickets, troubleshooting users, servers and networks, keeping documentation up to date, and fixing problems before clients notice them. Most of your work will be remote through our helpdesk and RMM tools, with regular on-site visits to client offices across the UAE.

This role suits someone who is comfortable in both Windows and Mac environments, likes variety, and can explain technical issues to non-technical people in plain language.

What You'll Do

• Respond to and resolve support tickets within agreed SLAs
• Support end users across Windows, macOS, Microsoft 365 and common business apps
• Manage and maintain Windows servers, backups and basic virtualization
• Monitor client environments using RMM tools and act on alerts
• Handle basic networking issues (switches, firewalls, Wi-Fi, VPN) and elevate when needed
• Document fixes, configurations and client environments clearly
• Visit client sites for installs, onboarding and hands-on support

Requirements

• Degree in IT, Computer Science or equivalent
• Minimum 2 years of IT support experience in the UAE with an MSP
• Hands-on experience with RMM tools (e.g. NinjaOne, ConnectWise, Datto)
• Experience working in a ticketing system with SLAs (e.g. Zohodesk, Freshdesk, Zendesk, HaloPSA)
• Microsoft 365 certification (e.g. MS-900, MD-102 or MS-102)
• Available to join immediately or within a short notice period
• Strong hands-on experience supporting Windows and macOS users
• Working knowledge of Windows Server, virtualization, and backup and disaster recovery
• Solid troubleshooting skills, with the habit of documenting every fix clearly
• Confident communicating with clients as their main technical point of contact
• Comfortable supporting multiple clients and traveling to sites across the UAE

Employment Type

• Full-time, Permanent

Benefits

• Salary: AED 6,000 - 8,000 per month
• Medical insurance
• Annual air ticket
• Annual leave after completing 1 year
• Paid vendor training and certifications
• Exposure to a wide range of clients and technologies