IT Support Engineer Full Time NEW

Looking for IT Support Engineer Jobs in Dubai? Global Software Solutions Group offers an opportunity for technically skilled professionals interested in IT support, network administration, system troubleshooting, IT infrastructure, software support, and technical operations. This opportunity is suitable for candidates searching for IT Support Jobs Dubai, IT Engineer Jobs UAE, Technical Support Engineer Jobs Dubai, IT Infrastructure Jobs UAE, and Network Support Engineer Jobs Dubai. An IT Support Engineer role can provide valuable experience in resolving hardware and software issues, supporting users, maintaining systems, managing networks, monitoring IT infrastructure, and ensuring reliable technology operations for business environments in Dubai.

Key Responsibilities

• Provide first-level technical support for IT incidents, service requests and end-user issues
• Log, categorize, prioritize, track and close incidents using ITSM tools such as ManageEngine, ServiceNow or similar platforms
• Troubleshoot and resolve hardware, software and basic network-related issues
• Provide user support for Windows operating systems and Microsoft Office applications
• Support users with system access, account issues, VPN connectivity and email-related problems
• Install, configure and troubleshoot desktops, laptops, printers and other end-user devices
• Perform basic user administration and access management using Active Directory
• Escalate unresolved or complex technical issues to the appropriate infrastructure, network, application or security teams
• Follow up on escalated incidents and ensure timely resolution and closure
• Ensure all incidents and service requests are handled in accordance with defined SLA timelines and IT support procedures
• Maintain accurate documentation of incidents, troubleshooting steps, resolutions and recurring issues
• Contribute to and maintain IT knowledge-base documentation and standard troubleshooting procedures
• Support employee onboarding and offboarding activities, including user accounts, access, devices and IT setup
• Coordinate with internal IT teams and external IT vendors, hardware suppliers, software providers and service partners when required
• Ensure compliance with IT policies, procedures, security requirements and operational standards

Required Technical Skills

IT Support & Troubleshooting

• Minimum 2 years of experience in IT support, service desk or help desk environments
• Strong knowledge of Windows Operating Systems
• Good working knowledge of Microsoft Office / Microsoft 365 applications
• Hands-on experience troubleshooting desktops, laptops, printers and other IT peripherals
• Basic understanding of hardware and software troubleshooting

Networking & Connectivity

• Basic knowledge of networking concepts including TCP/IP, DNS, DHCP and LAN/WAN fundamentals
• Experience troubleshooting basic network connectivity issues
• Experience supporting VPN connectivity and remote access issues
• Basic understanding of network and connectivity troubleshooting

ITSM & Service Management

• Hands-on experience with ITSM platforms, preferably ManageEngine, ServiceNow or similar
• Experience logging, categorizing, prioritizing, tracking and closing incidents and service requests
• Understanding of SLA management, escalation procedures and ticket lifecycle management
• Ability to maintain accurate incident records and technical documentation
• Knowledge of ITIL principles is preferred

Active Directory & User Administration

• Practical knowledge of Active Directory
• Experience with basic user administration, account creation/modification, password resets and access-related support
• Understanding of user onboarding and offboarding processes

Security & System Administration

• Basic understanding of cybersecurity risks and IT security best practices
• Basic system administration knowledge
• Ability to follow organizational security policies and access-control procedures
• Understanding of secure handling of user accounts, credentials and IT assets

Preferred Certifications

The following certifications will be considered an advantage:

• ITIL Foundation
• Microsoft certifications
• AWS certifications
• Oracle certifications
• Relevant software development or technology certifications
• Other recognized IT infrastructure, support or service management certifications

Stakeholder & Collaboration Responsibilities

The role will work closely with:

• End users across the organization
• IT Infrastructure and Network teams
• Applications / Systems Support teams
• Information Security teams
• HR and Administration teams for onboarding and offboarding
• External IT vendors and hardware suppliers
• Software providers and technical support partners
• Internet and telecommunications service providers

Required Behavioral Competencies

The successful candidate should demonstrate:

• Strong stakeholder engagement and customer service orientation
• Excellent verbal and written communication skills
• Strong collaboration and teamwork
• Results-oriented approach with a focus on timely resolution
• Adaptability and willingness to learn new technologies and systems
• Professionalism and a strong sense of accountability
• Ability to work calmly and effectively under pressure
• Strong troubleshooting and problem-solving mindset
• Ability to prioritize multiple incidents and service requests
• Strong attention to detail and commitment to service quality

Performance Expectations

The successful candidate will be expected to:

• Resolve a high percentage of incidents within agreed SLA timelines
• Maximize First Contact Resolution (FCR) wherever possible
• Maintain accurate ticket categorization, documentation and closure
• Fulfil user service requests within agreed timelines
• Provide effective support for user access, email, VPN and hardware-related issues
• Escalate unresolved issues appropriately and within defined procedures
• Maintain high-quality incident and knowledge-base documentation
• Consistently comply with IT policies, procedures and SLA requirements
• Deliver a professional and positive end-user support experience

Education

• Bachelor’s degree or diploma in Information Technology, Computer Science, Information Systems, or a related field
• Equivalent relevant IT support experience may also be considered

Build your technology career by exploring IT Support Engineer Jobs in Dubai with Global Software Solutions Group. Candidates with expertise in desktop support, Windows administration, network troubleshooting, TCP/IP, Active Directory, Microsoft 365, cloud computing, hardware and software installation, IT asset management, cybersecurity practices, data backup, system monitoring, helpdesk management, network configuration, virtualization, and IT infrastructure maintenance can develop valuable skills for future technical and IT management positions. If you are searching for IT Support Engineer Jobs Dubai, Network Support Engineer Jobs Dubai, IT Infrastructure Engineer Jobs Dubai, Cloud Support Jobs UAE, or Cybersecurity Support Jobs UAE, this opportunity can be a strong step toward building a professional career in Dubai’s technology, software, and IT infrastructure sector.