IT Support / Service Desk Specialist

BlackStone eIT; United Arab Emirates; On-site; AED 67,000 - 134,000; Full time

Job summary

BlackStone eIT is seeking an experienced IT Support / Service Desk Specialist in the United Arab Emirates to provide first-line technical support to end users, troubleshoot hardware and software, and manage incidents with timely resolution. Fluency in Arabic and English is preferred for effective communication.

The role requires hands-on experience supporting Windows and macOS, end-user devices, and standard business applications.

Qualifications

• Diploma or Bachelor's degree in IT, Computer Science, or a related field.
• 2+ years hands-on IT Support / Service Desk experience; 3–5+ years preferred.
• Strong experience with Windows/macOS and end-user devices.

Responsibilities

• Provide L1 IT support to end users through remote and onsite channels.
• Log, classify, prioritize, and resolve incidents via ITSM/ticketing system.
• Hands-on support for Desktops, laptops, printers, and mobile devices.
• Troubleshoot basic TCP/IP, DNS, DHCP, and connectivity issues.
• Support password resets, access requests, authentication, and account issues.
• Install, configure, update, and patch software and devices.
• Maintain IT asset records and support equipment tracking.
• Support onboarding for new employees and follow ITSM workflows.
• Escalate complex incidents with full troubleshooting documentation.
• Document steps and solutions in the knowledge base.
• Identify recurring issues and suggest service improvements.
• Provide remote end-user support as needed.

Skills

Windows/macOS

ITSM

Remote support

Networking basics

End-user devices

Arabic/English comms

Education

Diploma/Bachelor in IT

Tools

ManageEngine

Job description

Job Summary We are looking for an experienced IT Support / Service Desk Specialist to provide first-line technical support to end users, troubleshoot hardware and software issues, manage service requests and incidents, and ensure timely resolution and escalation of technical problems.

The ideal candidate will have strong hands-on experience supporting Windows/macOS, Microsoft Office, end-user devices, networking, and ITSM/ticketing systems , with excellent communication skills in both Arabic and English.

Key Responsibilities

• Provide L1 IT support to end users through remote and onsite channels.
• Log, classify, prioritize, and resolve incidents and service requests through the ITSM/ticketing system.
• Provide hands-on support for: Desktops and laptops
• Printers
• Mobile devices
• Windows and macOS
• Microsoft Office and standard business applications
• Troubleshoot basic TCP/IP, DNS, DHCP, and connectivity issues.
• Support password resets, access requests, authentication, and account-related issues.
• Install, configure, update, and patch software and end-user devices.
• Maintain accurate IT asset records and support equipment tracking.
• Support IT setup and onboarding for new employees.
• Follow established ITSM workflows and escalation procedures.
• Escalate complex incidents to L2/L3 teams with complete troubleshooting documentation.
• Document troubleshooting steps, FAQs, and solutions in the knowledge base.
• Identify recurring issues and recommend service improvements.
• Provide remote end-user support when required.
• Maintain accurate ticket updates and ensure SLA requirements are followed.

Requirements

• Diploma or Bachelor’s degree in IT, Computer Science, or a related field.
• Minimum 2 years of hands-on IT Support / Service Desk experience; preferably 3–5+ years.
• Strong experience with Windows/macOS and end-user devices.
• Strong hardware and software troubleshooting skills.
• Experience with ITSM/ticketing systems, preferably ManageEngine.
• Good understanding of Incident and Service Request Management.
• Basic understanding of Change and Problem Management.
• Basic networking knowledge: TCP/IP, DNS, DHCP.
• Experience with software installation, configuration, updates, and security patches.
• Strong remote-support experience.
• Good documentation and troubleshooting skills.
• Arabic and English communication skills.

Preferred Certifications

• CompTIA A+ Microsoft MCP ITIL Foundation

Ideal Profile

A hands-on IT Support professional with 3–5+ years of experience , strong L1/service desk and end-user support capabilities, good ITSM knowledge, and preferably CompTIA A+, Microsoft, or ITIL certification.