IT Support Engineer – (End-User Support)
We’re seeking an experienced IT Support Engineer to deliver end-user support and onsite/field support across multiple locations. The role covers L1.5/L2 troubleshooting for devices and applications, onsite incident resolution, VIP support, and hands-on network troubleshooting (LAN/Wi Fi/VPN) in coordination with the NOC/Network team. The ideal candidate is customer-focused, hands-on, and comfortable working independently in the field.
Experience: 5–7 years of hands-on IT support experience providing end-user and onsite/field support in a corporate environment.
Key Responsibilities:
End-User Support (Workstations & Apps)
- Install, configure, and support Windows/macOS endpoints, mobile devices (iOS/Android), and peripherals (printers, scanners, AV equipment).
- Troubleshoot OS issues, user profiles, performance problems, and application errors (Microsoft 365/Outlook/Teams/SharePoint/OneDrive, browsers, PDF tools, etc.).
- Manage identity/access (password resets, MFA, group membership) via Azure AD/Microsoft Entra or AD DS.
- Provide VIP/Executive support with discretion and urgency.
Onsite / Field Support
- Perform onsite break-fix, moves/adds/changes (IMAC), device swaps, and hardware triage.
- Coordinate with vendors for warranty/parts and follow through to closure.
- Support meeting rooms, VC equipment (Teams Rooms/Zoom Rooms), and patch/port activation requests with Facilities/Network.
- Maintain spares inventory and site asset hygiene; update CMDB/asset records.
Network Troubleshooting (Hands-on)
- First-response triage for user network issues (DHCP/DNS, IP conflicts, basic routing, captive portals).
- Troubleshoot LAN/WLAN at the edge (patching, port status, VLAN tags, SSID auth, 802.1X basics).
- Support VPN client connectivity (split/full tunnel, certificates, MFA) and escalate to Network team when needed.
- Use basic CLI/GUI tools (ping, tracert, ipconfig/ifconfig, nslookup, Wi Fi analyzers) and interpret logs.
IT Operations & Security
- Execute defined SOPs, SLA-based incident/requests/change tasks in ITSM – (ServiceNow/Jira/ManageEngine, etc.).
- Support endpoint management (Intune/SCCM/JAMF or equivalent): app deployments, patch compliance, encryption status, BitLocker/FileVault.
- Follow security hardening/baselines, DLP policies, secure disposal, and join audits as needed.
- Create/update knowledge base (KB) articles and “how-to” guides.
Stakeholder Management
- Communicate clearly with users on ETAs/next steps; manage expectations and escalations.
- Partner with NOC, Network, Security, and Cloud teams for cross-domain issues.
- Provide regular status updates and contribute to service improvement plans.
Tools & Environment
- ITSM: ServiceNow / Jira / ManageEngine.
- Endpoint: Intune / SCCM / JAMF.
- Collaboration: Microsoft 365 (Outlook, Teams, SharePoint, OneDrive).
- Networking: Switch/AP edge basics (Forti/Cisco/Aruba/Meraki), VPN clients.
- Security: Defender for Endpoint / CrowdStrike; BitLocker / FileVault.
- Remote Support: Quick Assist, Teams, Bomgar, AnyDesk.
Skills Required:
- Strong knowledge of Windows 10/11, macOS, Microsoft 365, Azure AD/Microsoft Entra, and endpoint management concepts.
- Practical network troubleshooting skills (LAN/Wi Fi/VPN fundamentals, DHCP/DNS basics, 802.1X awareness, VLANs at the edge).
- Experience with ITSM tools (e.g., ServiceNow, Jira Service Management, ManageEngine).
- Familiarity with remote support tools (Quick Assist, Teams, Bomgar, AnyDesk, etc.).
Soft Skills Required:
- Excellent troubleshooting and problem-solving skills.
- Good communication and interpersonal abilities.
- Strong customer service orientation.
- Ability to work independently and manage time effectively.
- Willingness to be mobile within the site and respond quickly to support needs.
Education & Certifications:
- Diploma or degree in Information Technology, Computer Science, or related field.
Driving License:
Valid UAE driving license and willingness to travel between sites.
Languages:
English