Helpdesk Engineer / IT Support Engineer

Role overview

We are hiring a customer-oriented Helpdesk Engineer / IT Support Engineer to support a significant government initiative in the UAE. This role is centered on delivering dependable end-user support, keeping systems running smoothly, and meeting service-level commitments in an enterprise environment.

Work location and project context

• Location: UAE
• Project type: Government / Enterprise IT Support
• The candidate must already be located in the UAE
• Experience expected: 3 to 6 years of IT support or helpdesk experience in the UAE

What the role involves

The chosen professional will handle first- and second-line technical support, resolve user issues, track and close ITSM tickets, and help maintain uninterrupted IT operations while working within SLA expectations.

Core responsibilities

• Deliver L1 and L2 support to end users
• Investigate and fix issues in Windows operating systems and Microsoft 365 apps
• Identify and resolve problems related to hardware, software, and network connectivity
• Work with ITSM platforms such as ManageEngine, Jira, ServiceNow, or BMC to manage tickets
• Maintain SLA adherence and improve first-contact resolution rates
• Administer Active Directory users, groups, and access permissions
• Handle software installations, configuration tasks, and system patching or updates
• Support VPN access, LAN/WAN connectivity, and basic networking equipment
• Keep IT documentation and knowledge base content up to date
• Guide users and provide basic training where needed
• Compile reports and suggest improvements to service delivery

Technical capabilities needed

• Hands-on knowledge of Windows OS and Microsoft 365
• Experience managing Active Directory
• Familiarity with ITSM platforms including ManageEngine, Jira, ServiceNow, or BMC
• Exposure to SCCM or other endpoint management tools
• Understanding of LAN/WAN, VPN, and basic networking support
• Ability to troubleshoot hardware and software issues effectively
• Ticket handling discipline with SLA follow-up

Qualifications and background

• A bachelor’s degree in IT or a related discipline is required
• 3 to 6 years of relevant IT support experience in the UAE is mandatory
• ITIL, MCSA, or CCNA certification will be considered an advantage
• Prior exposure to government or enterprise environments is preferred

Soft skills

• Strong analytical and problem-solving ability
• Clear and effective communication
• Comfortable working under pressure
• Customer-first mindset
• Collaborative approach and strong attention to detail