Senior IT Support Engineer - VIP & End-User Tech

Confidential Jobs

Dubai

On-site

AED 80,000 - 110,000

Full time

6 hours ago

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Job summary

Confidential Jobs in Dubai is seeking an experienced IT Support Engineer to be the primary on-site IT contact for the office, handling end-user hardware, software, and AV equipment, with SLA-driven incident management. You will work with the remote IT team for escalations, perform onboarding/offboarding, maintain asset records, and ensure smooth operation of Microsoft 365 services and collaboration tools.

The role requires a Bachelor's degree in IT and relevant certifications; five-plus years of

Qualifications

Bachelor's degree in IT or equivalent required.
Microsoft 365 end-user support experience preferred.
VIP/C-suite level support experience is a plus.

Responsibilities

Respond to requests for technical assistance from all users at the office, in person, via phone or remotely.
Diagnose and resolve hardware, software, connectivity and peripheral issues.
Log, categorise, prioritise, update and close all incidents and service requests in the IT ticketing system according to SLAs.
Independently manage day-to-day support workload for the office, prioritising incidents based on impact and urgency.
Install, configure, replace and troubleshoot desktops, laptops, smartphones, printers, and other end-user devices.
Troubleshoot Microsoft 365 issues on user devices and elevate server-side or tenant-level issues to the remote Systems Administration team.
Provide user support for meeting rooms, MS Teams, Zoom, and AV equipment.
Conduct onboarding and offboarding activities for on-site support, including device prep and orientation.
Maintain records of IT assets and equipment movements, and relevant support documentation.
Identify issues requiring Systems Administration intervention and escalate with diagnostics.
Provide on-site assistance to the remote team when needed.
Follow up on escalated incidents through resolution and communicate with users until completion.
Coordinate with external suppliers for on-site support, repairs, and delivery of IT products/services.
Deliver prompt, professional, customer-focused service and maintain relationships with staff.
Provide orientation to new staff on IT products and technologies used.