IT Support Engineer / IT Support Specialist

Overview

AI Explained is seeking a dedicated IT Support Engineer / IT Support Specialist to deliver comprehensive technical support, resolve IT issues, and ensure the stability and reliability of technology used by staff and business operations in Dubai, UAE. This position requires managing a variety of IT challenges related to hardware, software, networking, and system configurations to guarantee prompt solutions and a positive user experience.

Key Duties

• Address IT support queries and troubleshoot hardware, software, network, and system issues.
• Install, configure, and maintain computer systems, software applications, peripherals, and IT hardware.
• Handle user accounts, permissions, system settings, and the management of IT assets effectively.
• Support and maintain network connectivity setups, printers, email services, collaboration software, and other business-related technology tools.
• Keep detailed documentation of incidents, service tickets, configurations, resolutions, and escalate complex problems as needed.
• Assist with software rollouts, system upgrades, security patches, backup routines, and infrastructure improvements.
• Participate in ensuring IT security standards, operational continuity, and ongoing enhancement of support services.

Required Qualifications and Skills

• Possess a bachelor's degree or diploma in Information Technology, Computer Science, Computer Engineering, or a related discipline.
• Strong working knowledge of computer hardware, operating systems (Windows, macOS, Linux), software applications, and basic networking fundamentals.
• Familiarity with Microsoft 365 and typical enterprise technology environments.
• Understanding of network protocols and services including TCP/IP, DNS, DHCP, VPN, Wi-Fi, and LAN, along with basic network issue diagnosis.
• Experience or understanding of Active Directory, user access management, and asset tracking is beneficial.
• Awareness of IT security principles such as system updates, endpoint protection, and data privacy practices.
• Experience with helpdesk ticketing systems and IT service management workflows.
• Strong analytical thinking, effective troubleshooting, and problem-solving capabilities.
• Excellent communication skills to clearly convey technical information to non-technical users.
• Meticulous attention to detail and capability to manage multiple support requests efficiently.
• Good organizational skills with the ability to document and prioritize tasks effectively.
• Team-oriented with the ability to collaborate with internal teams and external technology vendors.
• A proactive attitude emphasizing service quality, system dependability, and continual process improvement.