Helpdesk Engineer
We are looking for an experienced IT Support / Service Desk Specialist to provide first-line technical support to end users, troubleshoot hardware and software issues, manage service requests and incidents, and ensure timely resolution and escalation of technical problems.
The ideal candidate will have strong hands-on experience supporting Windows/macOS, Microsoft Office, end-user devices, networking, and ITSM/ticketing systems, with excellent communication skills in both Arabic and English.
Key Responsibilities
- Provide L1 IT support to end users through remote and onsite channels.
- Log, classify, prioritize, and resolve incidents and service requests through the ITSM/ticketing system.
- Provide hands-on support for:
- Desktops and laptops
- Printers
- Mobile devices
- Windows and macOS
- Microsoft Office and standard business applications
- Troubleshoot basic TCP/IP, DNS, DHCP, and connectivity issues.
- Support password resets, access requests, authentication, and account-related issues.
- Install, configure, update, and patch software and end-user devices.
- Maintain accurate IT asset records and support equipment tracking.
- Support IT setup and onboarding for new employees.
- Follow established ITSM workflows and escalation procedures.
- Escalate complex incidents to L2/L3 teams with complete troubleshooting documentation.
- Document troubleshooting steps, FAQs, and solutions in the knowledge base.
- Identify recurring issues and recommend service improvements.
- Provide remote end-user support when required.
- Maintain accurate ticket updates and ensure SLA requirements are followed
Requirements
Requirements
- Diploma or Bachelor’s degree in IT, Computer Science, or a related field.
- Minimum 2 years of hands-on IT Support / Service Desk experience; preferably 3–5+ years.
- Strong experience with Windows/macOS and end-user devices.
- Strong hardware and software troubleshooting skills.
- Experience with ITSM/ticketing systems, preferably ManageEngine.
- Good understanding of Incident and Service Request Management.
- Basic understanding of Change and Problem Management.
- Basic networking knowledge: TCP/IP, DNS, DHCP.
- Experience with software installation, configuration, updates, and security patches.
- Strong remote-support experience.
- Good documentation and troubleshooting skills.
- Arabic and English communication skills.
Preferred Certifications
- CompTIA A+
- Microsoft MCP
- ITIL Foundation
Ideal Profile
A hands-on IT Support professional with 3–5+ years of experience, strong L1/service desk and end-user support capabilities, good ITSM knowledge, and preferably CompTIA A+, Microsoft, or ITIL certification.
Skills
As published by workable · 12 questions · 8 written answers
Basics
First name, Last name, Email, Phone, Education, Experience, Summary, Resume, Cover letter
Short answers (4)
- What is your nationality ?
- What is your notice period ?
- What is your current salary in AED/Monthly?
- What is your expected salary in AED/Month?
Written answers (8)
- How many years of hands-on experience do you have in an IT Support or Service Desk role supporting both Windows and macOS environments?
- Do you hold any IT certifications (such as ITIL v3/v4 Foundation, CompTIA A+, or Microsoft Certified Professional/MD-102)?
- Which ticketing/ITSM platforms have you used (e.g., ManageEngine, ServiceNow, Jira Service Management)? How do you ensure high ticket data accuracy and adherence to SLAs?
- Are you fully comfortable providing technical support and written documentation in both Arabic and English?
- Do you have hands-on experience with ManageEngine or a similar ITSM system?
- Are you familiar with TDRA (Telecommunications and Digital Government Regulatory Authority) connectivity guidelines, hosting requirements, or approval processes?
- Do you have previous experience supporting UAE government entities, federal/shared infrastructure, or complex multi-site enterprise environments?
- What is your Visa Status ?