IT Technical Support Engineer

Ghobashgroup; Dubai; On-site; AED 60,000 - 80,000; Full time

Job summary

Ghobashgroup is seeking an IT Technical Support Engineer to provide first-line onsite support across the organization. The role covers hardware, software, printers, and network issues to minimize downtime while delivering high IT service standards.

You will set up desktops and devices, manage user accounts via Active Directory, and participate in onboarding for new employees, with opportunities to grow within the IT function.

Qualifications

• Bachelor's or Diploma in IT, computer science or related field.
• CompTIA A+ or equivalent entry-level IT certification preferred.
• 3–4 years of IT support experience in corporate or multi-site environments.
• Solid understanding of Windows OS, Microsoft 365, and networking fundamentals.

Responsibilities

• Provide first-level onsite technical support for hardware, software, printers and peripherals.
• Log, track and resolve IT helpdesk tickets within SLA requirements.
• Set up and configure desktops, laptops and mobile devices for users.
• Troubleshoot network connectivity (LAN, Wi‑Fi, VPN).
• Install and maintain operating systems and standard business apps.
• Assist with Active Directory user accounts and access rights.
• Support IT asset tracking and maintain inventory records.
• Escalate unresolved issues to second-level support or senior engineers.
• Assist with onboarding activities and IT orientation for new employees.
• Adhere to IT security policies and data protection guidelines.
• Support basic AV and video conferencing setup for meetings.

Skills

Strong communication

English proficiency

Arabic advantage

Education

Bachelor's Degree or Diploma in IT

CompTIA A+ or equivalent

Tools

Active Directory

ServiceNow

Freshdesk

Zendesk

Microsoft 365

LAN/Wi‑Fi/VPN basics

Job description

JOB SUMMARY

The IT Technical Support Engineer is responsible for providing first-line onsite technical assistance to end users across the organisation. The role involves troubleshooting hardware, software, and network issues, ensuring minimal downtime and a high standard of IT service delivery. The successful candidate will work under close supervision and is expected to demonstrate a strong willingness to learn and grow within the IT function.

DUTIES & RESPONSIBILITIES

• Provide first-level onsite technical support for hardware, software, printers, and peripherals.
• Log, track, and resolve IT helpdesk tickets in a timely manner in accordance with SLA requirements.
• Set up and configure desktops, laptops, mobile devices, and associated equipment for new and existing users.
• Perform basic troubleshooting of network connectivity issues (LAN, Wi‑Fi, VPN).
• Install, update, and maintain operating systems and standard business applications.
• Assist in the management of user accounts, passwords, and access rights via Active Directory.
• Support IT asset tracking and maintain accurate records of hardware inventory.
• Escalate unresolved or complex issues to second-level support or senior engineers as appropriate.
• Assist with onboarding activities including workstation setup and IT orientation for new employees.
• Adhere to IT security policies, data protection guidelines, and company procedures.
• Support basic AV and video conferencing setup for meetings and events.
• Perform any other duties assigned by the IT Manager within the scope of the role.

Minimum

• Bachelor's Degree or Diploma in IT, Computer Science, or related field.

Desired

• CompTIA A+ or equivalent entry-level IT certification.

Experience

• 3-4 years of experience in IT support or a related technical role.
• Basic understanding of Windows OS, Microsoft 365, and networking fundamentals.
• Good communication skills in English (written and verbal).
• Ability to work onsite full-time and respond to support requests promptly.
• Exposure to ITSM tools (e.g. ServiceNow, Freshdesk, or Zendesk).
• Knowledge of Active Directory and basic network troubleshooting.
• Arabic language skills are an advantage.
• Experience in a corporate or multi-site environment.

ACCOUNTABILITIES

• Responsible for IT asset care and minimising equipment damage or loss.
• Supports cost-effective use of consumables and IT resources.
• N/A - no direct budget authority at entry level.
• First-call resolution rate and helpdesk ticket closure within SLA.
• End-user satisfaction and quality of onsite support.
• Accurate and up-to-date IT asset records and documentation.