IT Support Engineer — Windows, 365 & Intune Specialist

IFZA Partnership

Abu Dhabi

On-site

AED 112,000 - 201,000

Full time

14 days+

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Benefits offered by this job

24 working days annual leave

Annual flight home

Life insurance plan

Medical insurance plan

Bonus scheme

Job summary

IFZA Partnership is seeking an IT Engineer to provide efficient, user-focused technical support across the organization. You will manage day-to-day IT requests, troubleshoot Windows and network issues, and support Microsoft 365, Intune, Defender, SharePoint and OneDrive.

The role requires 4–5 years of hands-on IT service desk/desktop support experience, strong communication, and the ability to escalate complex issues to L2/L3 teams. Abu Dhabi-based, on-site with potential regional travel.

Qualifications

4–5 years hands-on experience in IT service desk or desktop support.
Proven experience troubleshooting Windows OS, hardware, software, printers and basic network connectivity.
Hands-on experience supporting Microsoft 365 apps including Outlook, Teams, OneDrive, Word and Excel.
Hands-on experience with Microsoft Intune for device enrollment, app deployment, configuration and compliance.
Basic experience with Microsoft Defender, SharePoint Online and OneDrive administration and troubleshooting.
Experience using ITSM/ticketing systems to log, prioritize, track and resolve incidents and service requests.
Experience providing remote and on-site technical support with strong troubleshooting and customer service skills.
Experience with IT asset management, user account/access requests, and maintaining technical documentation and knowledge-based articles.
Good understanding of LAN, Wi-Fi, VPN, DNS and internet connectivity.
Strong communication and ability to escalate complex issues to L2/L3 support teams.

Responsibilities

Provide Level 1 IT support via phone, email, service desk and in-person channels.
Log, prioritize, track and resolve incidents and service requests within SLAs.
Troubleshoot Windows, hardware, software, printers and network connectivity issues.
Support Microsoft 365 applications including Outlook, Teams, OneDrive, Word and Excel.
Provide basic support for Microsoft Intune, including device enrollment, app deployment and compliance.
Assist with Defender endpoint security alerts and escalate security incidents when required.
Provide basic SharePoint and OneDrive support, including access, permissions and synchronization issues.
Support basic Wi‑Fi, VPN, LAN and internet connectivity troubleshooting.
Assist with user accounts, access, mailbox and license requests.
Maintain accurate IT asset inventory and device allocation, replacement and collection.
Document troubleshooting steps and resolutions in the ITSM system.
Maintain knowledge-based documentation and FAQs.
Escalate complex issues to L2/L3 with complete troubleshooting details.