Technical Support Engineer | IT Max | Dubai, UAE

IT Max; Dubai; On-site; AED 120,000 - 180,000; Full time

Job summary

IT Max in Dubai, UAE, seeks an experienced Technical Support Engineer to own diagnosing, troubleshooting, and resolving critical issues across client IT infrastructures. You will handle tickets, monitor alerts, and work with senior engineers to ensure SLA compliance.

The role requires a strong background in Windows/Linux systems, networking, and ITSM tools, with on-site availability in Dubai. A proactive, customer-focused mindset is essential.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Computer Engineering, or a related field.
• 3+ years of professional experience in IT technical support, system administration, or network engineering.
• Strong practical knowledge of Windows Server, Linux (Ubuntu/CentOS), Active Directory, and virtualization platforms.
• Solid understanding of networking fundamentals, TCP/IP, DNS, DHCP, VPNs, routing, and switching.
• Experience with ITSM ticketing systems (e.g., ServiceNow, Jira Service Desk).
• Excellent analytical, troubleshooting, problem-solving, and customer-facing communication skills.
• Professional availability for full-time employment on-site in Dubai, UAE.

Responsibilities

• Provide tier-2 and tier-3 technical support for enterprise IT infrastructure, servers, and network systems.
• Diagnose, troubleshoot, and resolve hardware, software, operating system, and network connectivity incidents.
• Monitor system performance metrics, event logs, and automated alert systems to proactively identify anomalies.
• Perform root-cause analysis on critical incidents and implement permanent corrective and preventive actions.
• Configure, deploy, and maintain enterprise workstations, servers, routers, switches, and security appliances.
• Collaborate with cross-functional engineering teams, vendors, and system architects to resolve complex bugs.
• Maintain incident tracking records, knowledge base articles, and support ticket documentation in ITSM tools.
• Ensure compliance with SLAs and internal resolution timeframes.
• Participate in on-call rotation for out-of-hours support.

Skills

Windows Server

Linux/Ubuntu/CentOS

Active Directory

Virtualization

Networking basics

ITSM ticketing

Analytical skills

Customer-facing

Education

Bachelor’s degree in CS/IT/CE

Tools

ServiceNow

Jira Service Desk

Job description

Position Summary

IT Max is seeking an experienced, highly technical, and skilled Technical Support Engineer to join our client support team in Dubai, UAE. In this specialized IT infrastructure and troubleshooting role, you will spearhead resolving complex technical incidents, maintaining system uptime, and delivering exceptional tier-2 and tier-3 support for enterprise customers. You will work closely with cross-functional network engineers, system administrators, and software development squads to diagnose hardware and software anomalies, implement patches, and ensure optimal network performance. Ideal candidates bring a strong academic background in computer science or IT, deep practical mastery of enterprise operating systems and networking protocols, and immediate availability for on-site employment in Dubai.

Detailed Job Description

As a Technical Support Engineer at IT Max in Dubai, UAE, you will take full ownership of diagnosing, troubleshooting, and resolving critical technical issues across client IT infrastructures. Your day-to-day responsibilities encompass monitoring system alerts, responding to service desk tickets, troubleshooting network connectivity, server configurations, and database queries, and performing root-cause analysis on recurring faults. You will collaborate closely with senior system engineers and account managers to ensure seamless technical operations and adherence to Service Level Agreements (SLAs). Working in a fast-paced enterprise environment, you will maintain meticulous documentation of support tickets, configure hardware/software deployments, and deliver prompt, customer-centric technical assistance.

Key Responsibilities

• Provide tier-2 and tier-3 technical support for enterprise IT infrastructure, servers, and network systems.
• Diagnose, troubleshoot, and resolve hardware, software, operating system, and network connectivity incidents.
• Monitor system performance metrics, event logs, and automated alert systems to proactively identify anomalies.
• Perform root-cause analysis (RCA) on critical incidents and implement permanent corrective and preventive actions.
• Configure, deploy, and maintain enterprise workstations, servers, routers, switches, and security appliances.
• Collaborate closely with cross-functional engineering teams, vendors, and system architects to resolve complex bugs.
• Maintain accurate incident tracking records, knowledge base articles, and support ticket documentation in ITSM tools.
• Ensure strict compliance with client Service Level Agreements (SLAs) and internal resolution timeframes.
• Participate in on-call rotation schedules to provide emergency out-of-hours technical support when required.

Required Qualifications & Skills

• Bachelor’s degree in Computer Science, Information Technology, Computer Engineering, or a related field.
• Minimum 3+ years of professional experience in IT technical support, system administration, or network engineering.
• Strong practical knowledge of Windows Server, Linux (Ubuntu/CentOS), Active Directory, and virtualization platforms.
• Solid understanding of networking fundamentals, TCP/IP, DNS, DHCP, VPNs, routing, and switching.
• Proven experience utilizing enterprise IT service management (ITSM) ticketing systems (e.g., ServiceNow, Jira Service Desk).
• Exceptional analytical, troubleshooting, problem-solving, and customer-facing communication skills.
• Professional availability for full-time employment on-site in Dubai, UAE.

Nice-to-Have Skills

• Professional IT certifications such as CompTIA Network+, CompTIA Security+, Microsoft Certified: Azure Administrator, or CCNA.
• Familiarity with cloud platforms (AWS, Azure) and containerization tools (Docker).
• Scripting proficiency in PowerShell, Bash, or Python for task automation.
• Prior working experience in managed service providers (MSPs) or enterprise IT helpdesks in the UAE.
• Bilingual proficiency in Arabic and English.

Application Information

Salary/Rate: Competitive and commensurate with experience

Deadline: Open until filled

Notice Period: Immediate to short notice preferred

Contract Duration: Permanent / Full-Time

Recruitment Pro Tip

When applying for regional technology opportunities at IT Max, ensure your resume explicitly highlights your hands-on technical expertise, regional market experience, and relevant project achievements matching the job title in your email subject line.