Voice IT Service Desk Engineer (Arabic/English)

Uasmart; Dubai; On-site; AED 60,000 - 90,000; Full time

Job summary

Uasmart in Dubai, United Arab Emirates, seeks an experienced IT Service Desk Engineer specialized in voice-based support. You will provide frontline technical assistance to users by phone and email, diagnose common IT issues, and ensure rapid incident resolution within ITSM processes.

The ideal candidate has at least 3 years of voice-based service desk experience, fluent Arabic and English, and solid knowledge of Windows, Microsoft 365, Active Directory, VPN, and basic networking.

Qualifications

• Minimum 3 years of voice-based IT service desk experience.
• Arabic-speaking capability is mandatory.
• Strong Arabic and English communication skills.
• Proven experience providing technical support through calls and emails.
• Strong knowledge of Windows.
• Practical experience with Microsoft 365.
• Working knowledge of Active Directory.
• Experience troubleshooting VPN issues.
• Basic networking knowledge.
• Experience with ITSM ticketing tools.
• Strong communication and customer service skills.
• Ability to troubleshoot issues efficiently in a voice-based support environment.
• Candidates must be available to join within 30 days.
• Candidates whose experience is limited to onsite, field, or desk-side support should not apply.

Responsibilities

• Provide first-line technical support to users through voice calls and email.
• Diagnose and troubleshoot common IT hardware, software, connectivity, and access-related issues.
• Support Windows and Microsoft 365 environments.
• Provide assistance with Active Directory-related user and access issues.
• Troubleshoot VPN connectivity and basic networking problems.
• Record, update, and manage incidents and service requests using ITSM ticketing tools.
• Monitor assigned tickets and ensure timely resolution or escalation.
• Communicate technical solutions clearly to users in Arabic and English.
• Follow established service desk procedures and escalation processes.
• Maintain accurate documentation of incidents, troubleshooting steps, and resolutions.
• Deliver professional customer service throughout the support process.

Skills

Arabic language

English language

Windows OS

Microsoft 365

Active Directory

VPN

Networking basics

ITSM ticketing tools

Communication

Customer service

Tools

ITSM ticketing tools

Job description

Uasmart in Dubai, United Arab Emirates, seeks an experienced IT Service Desk Engineer specialized in voice-based support. You will provide frontline technical assistance to users by phone and email, diagnose common IT issues, and ensure rapid incident resolution within ITSM processes.

The ideal candidate has at least 3 years of voice-based service desk experience, fluent Arabic and English, and solid knowledge of Windows, Microsoft 365, Active Directory, VPN, and basic networking.