Senior Service Desk Engineer—Cloud, Security & Onboarding

Goaco; Dubai; On-site; AED 167,000 - 279,000; Full time

Benefits offered by this job

Competitive Salary

Career Progression

Training & Certification support

Microsoft training & certification

Job summary

Goaco in the United Arab Emirates seeks a Senior Service Desk Analyst to provide 2nd and 3rd line technical support for internal users and managed customers, troubleshooting a range of desktop, server, networking, and Microsoft 365 issues.

You will mentor junior engineers, assist with onboarding of new customers, and contribute to the delivery of infrastructure and cloud solutions while supporting Intune, Entra ID, and endpoint management and applying Zero Trust security principles.

Qualifications

• Minimum 3 years in IT Support Service Desk or MSP environment
• Strong experience supporting Microsoft 365 environments and Intune
• Experience with Entra ID, Windows 10/11 and Windows Server administration
• Active Directory and Group Policy fundamentals
• Networking basics: DNS, DHCP, TCP/IP, VPNs, firewalls and switching
• Excellent troubleshooting and diagnostic skills
• Strong communication and customer service skills

Responsibilities

• Provide 2nd and 3rd line support to internal users and managed customers
• Troubleshoot desktop, server, networking and Microsoft 365 issues
• Support Intune, Entra ID and endpoint management
• Build, configure and deploy laptops, desktops and mobile devices
• Assist with onboarding of new customers
• Configure and support networking equipment including firewalls and switches
• Support infrastructure projects, cloud migrations and upgrades
• Maintain secure endpoint configurations and contribute to Zero Trust security
• Produce monthly technical and service reports
• Create and maintain technical documentation and knowledge base
• Act as escalation point for Service Desk
• Support continuous improvement initiatives

Skills

Microsoft 365 environments

Intune

Entra ID

Windows administration

Active Directory & Group Policy

Networking fundamentals

Troubleshooting

Communication & customer service

Workload prioritisation

Tools

Datto RMM

HaloPSA

PowerShell scripting

Microsoft Defender

Job description

Goaco in the United Arab Emirates seeks a Senior Service Desk Analyst to provide 2nd and 3rd line technical support for internal users and managed customers, troubleshooting a range of desktop, server, networking, and Microsoft 365 issues.

You will mentor junior engineers, assist with onboarding of new customers, and contribute to the delivery of infrastructure and cloud solutions while supporting Intune, Entra ID, and endpoint management and applying Zero Trust security principles.