IT Support Engineer

Job Title: IT Support Engineer

Job Location: Abu Dhabi

Job Purpose

The IT Support Engineer will be a key member of providing technical assistance and support for endpoint systems, software, and hardware. This role involves troubleshooting, resolving issues, and providing IT support for end users. The ideal candidate will have strong technical knowledge, communication skills, and the ability to work efficiently under pressure.

Candidate should have minimum 6 Years of relevant experience.

Should be able to work both as part of a team and under own initiative.

Should carry a positive attitude towards end user support

Key Accountabilities

• Provide first and second-level support for desktop hardware, software, and peripheral devices.
• Diagnose and resolve issues related to operating systems (Windows, Mac), applications, networking, and hardware malfunctions.
• Install, configure, and maintain desktop computers, laptops, printers, and other related devices.
• Install, update, and configure operating systems, software applications, and system patches.
• Onboarding and Offboarding IT devices for end users based on the new joiners and exist users.
• Offer support to end-users in a friendly and effective manner. Assist with user account setup, password resets, and software usage.
• Log all support requests, incidents, and resolutions in the IT ticketing system. Ensure timely resolution and follow up with users.
• Maintain documentation for system configurations, troubleshooting steps, and user guides.
• Manage user accounts, security groups, and organizational units (OUs) using Active Directory Users and Computers (ADUC). Perform user provisioning, de-provisioning, and password management.
• Implement and maintain Group Policies for security, system configuration, and user settings across the domain.
• Configure and maintain user accounts, groups, licenses, and permissions within the Microsoft 365 admin portal.
• Create, modify, and delete user accounts, manage mailboxes, shared mailboxes, and distribution groups within the Microsoft 365 Admin Center.
• Exposure in managing the Active Directory and M365 components would be an added advantage.
• Automate daily and repetitive tasks with PowerShell scripts.
• Monitor and maintain the endpoint backup with enterprise backup solutions such as SolarWinds and Veeam.
• Maintain the IT assets and up to date inventory on the Asset Management system.

Communications & Working Relationships

• Internal: End Users
• External: Vendors & Service Providers

Qualifications, Experience, & Skills

Educational Requirements / Other Qualifications

• Bachelor’s Degree in any computer stream (3-4 Yrs)

Experience Required

• Minimum 6-8 Years of relevant experience.

Technical Skills

• Strong knowledge of desktop operating systems (Windows 10/11, MacOS).
• Proficient in Microsoft Office Suite and other common software applications
• Experience with Active Directory, remote desktop tools, and ticketing systems.
• Ability to diagnose hardware and software issues and recommend solutions.
• Proficiency in Active Directory and Group Policy management and troubleshooting.
• Knowledge of Microsoft 365 applications and services, including Exchange Online, Teams, OneDrive, SharePoint, and Office applications.
• Ability to manage Exchange Online, user mailboxes, and distribution groups.

Competencies

• Strong troubleshooting and problem-solving skills.
• Excellent communication and interpersonal skills.