Position Overview
We are seeking a motivated and skilled L1/L2 Technical Support Engineer to join our
team in the UAE. The ideal candidate will provide technical assistance to end-users,
manage IT infrastructure support tasks, and ensure timely resolution of incidents and
service requests. This role requires strong troubleshooting skills, excellent
communication, and a customer-first mindset. A valid UAE Driving License is
mandatory.
Key Responsibilities
• Provide Level 1 and Level 2 technical support for desktops, laptops, printers,
and other IT equipment.
• Respond to support tickets, phone calls, and emails to resolve technical issues
in a timely manner.
• Install, configure, and troubleshoot operating systems
(Windows/macOS/Linux) and commonly used business applications
(Microsoft 365, antivirus, backup tools, etc.).
• Perform network troubleshooting including switches, routers, wireless access
points, and firewalls under guidance from senior engineers.
• Manage user accounts, permissions, and email configurations such as in
Active Directory and Microsoft 365.
• Assist with endpoint security, patch management, and backup monitoring.
• Document issues, resolutions, and update the knowledge base for recurring
incidents.
• Escalate complex issues to senior engineers when required, while ensuring
proper follow-up with end-users.
• Support on-site visits for hardware installation, preventive maintenance, and
troubleshooting.
Requirements
• Valid UAE Driving License (mandatory).
• Minimum 2 years’ experience in IT technical support or a related role.
• Bachelor’s degree or diploma in Computer Science, Information Technology, or
related field.
• Strong knowledge of:
o Windows & macOS operating systems
o Microsoft 365 / Exchange Online
o Networking basics (TCP/IP, DNS, DHCP, VPN)
o Hardware troubleshooting (desktops, laptops, printers, peripherals)
• Familiarity with remote monitoring and management tools is an advantage.
• Basic understanding of cybersecurity practices and endpoint protection
solutions.
• Excellent communication and customer service skills.
• Ability to work independently, prioritize tasks, and manage time effectively.
• Fluent in English (Arabic is an advantage).
Preferred Skills
• IT certifications such as CompTIA A+ or Network+, Microsoft Certified
Fundamentals, or equivalent.
• Hands-on experience with ticketing systems and knowledge of ITIL practices.
• Exposure to backup and disaster recovery solutions.
