IT Helpdesk Support Engineer

Job Summary

We are looking for a proactive and customer-focused Help Desk Support Engineer to join our IT team. The ideal candidate should have 1–2 years of experience in IT Support and Help Desk operations, providing first-level technical assistance to end users, troubleshooting hardware and software issues, and ensuring timely resolution of IT service requests.

The candidate should possess strong problem-solving skills, excellent communication abilities, and a commitment to delivering high-quality technical support while maintaining service level standards.

Key ResponsibilitiesHelp Desk & End User Support

• Provide Level 1 IT support to users through phone, email, remote support, and onsite assistance.
• Receive, log, prioritize, and resolve IT support tickets within defined SLA timelines.
• Diagnose and troubleshoot desktop, laptop, printer, and peripheral device issues.
• Install, configure, and maintain Windows operating systems and standard business applications.
• Assist users with Microsoft 365 applications including Outlook, Teams, Word, Excel, PowerPoint, and OneDrive.
• Provide support for password resets, user account management, and access-related issues.

Hardware & Software Support

• Install, configure, and troubleshoot desktops, laptops, printers, scanners, and other IT equipment.
• Perform software installations, upgrades, updates, and patch management.
• Coordinate hardware repairs and warranty services when required.
• Ensure antivirus software and endpoint protection are updated and functioning properly.

Basic Network Support

• Troubleshoot basic LAN, Wi-Fi, VPN, and internet connectivity issues.
• Configure network printers and shared resources.
• Escalate complex network and infrastructure issues to senior engineers.

IT Asset Management

• Maintain inventory records of IT assets, accessories, and software licenses.
• Prepare and configure laptops and desktops for new employees.
• Support employee onboarding and offboarding by provisioning and deactivating user accounts and devices.

Documentation & Reporting

• Document incidents, troubleshooting steps, and resolutions in the help desk ticketing system.
• Create and update IT support documentation and user guides.
• Prepare daily, weekly, or monthly support reports as required.

Compliance & Security

• Follow company IT policies, procedures, and security standards.
• Maintain confidentiality of company data and user information.
• Report security incidents or potential risks to the IT Manager.

Required Qualifications

• Bachelor's Degree in Information Technology, Computer Science, or a related field.
• 1–2 years of experience in IT Support and Help Desk operations.
• Experience working with help desk ticketing systems.
• Good understanding of Windows operating systems and Microsoft 365.
• Basic knowledge of networking concepts including TCP/IP, LAN, Wi-Fi, DNS, and DHCP.
• Experience troubleshooting hardware, software, printers, and peripheral devices.
• Knowledge of Active Directory user management is an advantage.

Application Question(s)

• How many years of UAE experience you have working as a Helpdesk Support Engineer?
• Do you have a driving license?
• Have you done any of the below certifications?

CompTIA A+

CompTIA Network+

Microsoft Certified Fundamentals

• What is your current visa status?(Employment, Visit, Spouse, Freelance)

Work Location: In person