IT Support Engineer

Position title

IT Support Engineer

Description

We are seeking a skilled IT Support Engineer to join our team in Dubai. This role encompasses Roadshow, Helpdesk, and PC Support responsibilities. The ideal candidate will be responsible for managing hardware calls, providing technical support, configuring IT devices, and ensuring efficient ticket resolution. A valid driver's license and proficiency in English are required.

Responsibilities

Roadshow Support:

1. Manage and resolve hardware calls in compliance with SLAs.
2. Configure and install laptops, PCs, barcode scanners, RE cameras, and other IT devices.
3. Perform BIOS configuration and provide onsite and desk-side support.
4. Maintain and update records in Excel sheets.
5. Troubleshoot and resolve technical issues efficiently.

Helpdesk Support

1. Handle hardware-related calls and manage ticket assignments.
2. Ensure adherence to SLAs for issue resolution.
3. Order, image, and configure laptops and devices.
4. Maintain detailed documentation and records in Excel sheets.
5. Troubleshoot issues using ITSM tools, such as HPSM.
6. Provide technical support for end-user applications and devices.
7. Assist with IT equipment and software configuration and maintenance.

PC Support

1. Escalate unresolved issues internally according to company policies.
2. Respond to customer inquiries in a timely manner, following SLA guidelines.
3. Follow up with users to ensure issue resolution.
4. Serve as the first point of contact for technical assistance via phone, email, or ITSM tool.
5. Perform remote troubleshooting using diagnostic techniques.
6. Properly log and document issues, incidents, and resolutions.
7. Prioritize and manage multiple open issues simultaneously.
8. Assist off-site technical staff with issue resolution.
9. Support various tasks and projects assigned by the Team Lead.

Qualifications

1. Bachelor’s degree in IT, Computer Science, or a related discipline (BE/BSc/BS).
2. 2-3 years of experience in IT support or as a Help Desk Engineer.
3. Proven experience in a help desk or technical support role.
4. Strong knowledge of BIOS configuration and device installation.
5. Proficiency in ITSM tools (experience with HPSM preferred).
6. Expertise in systems administration, hardware, and mobile device troubleshooting.
7. Familiarity with Excel and Microsoft Office applications.
8. Strong troubleshooting and problem-solving skills.
9. Excellent communication and customer service skills.
10. Ability to maintain detailed records and documentation.
11. Virtual Desktop Interface (VDI) knowledge is a plus.
12. A valid UAE driver’s license and own car are mandatory.

Job Benefits

1. Competitive salary package.
2. Opportunity to work in a dynamic and diverse environment.
3. Career growth and development opportunities.
4. Employee benefits as per UAE labor laws.

We are an equal opportunity employer and encourage workforce diversity. If you meet the qualifications and are ready for an exciting IT support role, apply now!