Senior IT Helpdesk Engineer | ITSM & Security

General Civil Aviation Authority; Abu Dhabi; On-site; AED 120,000 - 160,000; Full time

Job summary

The General Civil Aviation Authority in Abu Dhabi is seeking an experienced IT Support professional to manage the IT Helpdesk tools across all locations, patch Windows OS and third‑party software, and maintain security posture.

You will administer EDR agents, resolve escalated incidents to minimize downtime, monitor SLAs, and prepare quarterly KPI reports while guiding new joiners and contributing to process improvements.

Qualifications

• Bachelor's degree in IT or Information Systems with 1 year of IT/IS administration experience.
• ITIL Certification or equivalent knowledge is required.
• Strong understanding of Information Security Management Systems and IT Service Management ISO standards.
• Microsoft Windows OS Training or Certification (MCP) is required.

Responsibilities

• Manage and administer IT Helpdesk tools across all GCAA locations.
• Perform scanning, testing, and patching of Windows OS and third-party vulnerabilities.
• Manage and administer Endpoint Detection and Response (EDR) server and client agents.
• Resolve escalated IT issues to minimize user downtime with timely resolutions.
• Monitor service quality and adherence to SLAs and GCAA policies.
• Identify process improvements to optimize helpdesk workflows.
• Prepare quarterly IT Helpdesk KPI reports and provide data-driven recommendations.
• Transfer knowledge to IT Helpdesk new joiners.

Skills

ITIL Certified

Information Security

IT Service Management

Education

Bachelor in IT or Information Systems

Tools

MCP Certification

Windows OS Training

Job description

The General Civil Aviation Authority in Abu Dhabi is seeking an experienced IT Support professional to manage the IT Helpdesk tools across all locations, patch Windows OS and third‑party software, and maintain security posture.

You will administer EDR agents, resolve escalated incidents to minimize downtime, monitor SLAs, and prepare quarterly KPI reports while guiding new joiners and contributing to process improvements.