IT Support Engineer - Managed Services (MSP)
Description
Purple Rock is growing its Managed Services team and we’re hiring IT Support Engineers who can start immediately.
You’ll be the day-to-day technical contact for a portfolio of our MSP clients. That means handling tickets, troubleshooting users, servers and networks, keeping documentation up to date, and fixing problems before clients notice them. Most of your work will be remote through our helpdesk and RMM tools, with regular on-site visits to client offices across the UAE.
This role suits someone who is comfortable in both Windows and Mac environments, likes variety, and can explain technical issues to non-technical people in plain language.
What you’ll do
- Respond to and resolve support tickets within agreed SLAs
- Support end users across Windows, macOS, Microsoft 365 and common business apps
- Manage and maintain Windows servers, backups and basic virtualization
- Monitor client environments using RMM tools and act on alerts
- Handle basic networking issues (switches, firewalls, Wi-Fi, VPN) and escalate when needed
- Document fixes, configurations and client environments clearly
- Visit client sites for installs, onboarding and hands-on support
Requirements
- Degree in IT, Computer Science or equivalent
- Minimum 2 years of IT support experience in the UAE with an MSP
- Hands-on experience with RMM tools (e.g. NinjaOne, ConnectWise, Datto)
- Experience working in a ticketing system with SLAs (e.g. Zohodesk, Freshdesk, Zendesk, HaloPSA)
- Microsoft 365 certification (e.g. MS-900, MD-102 or MS-102)
- Available to join immediately or within a short notice period
- Strong hands-on experience supporting Windows and macOS users
- Working knowledge of Windows Server, virtualization, and backup and disaster recovery
- Solid troubleshooting skills, with the habit of documenting every fix clearly
- Confident communicating with clients as their main technical point of contact
- Comfortable supporting multiple clients and traveling to sites across the UAE
Employment Type
- Full-time, Permanent
Benefits
- Salary: AED 6,000 – 8,000 per month
- Medical insurance
- Annual air ticket
- Annual leave after completing 1 year
- Paid vendor training and certifications
- Exposure to a wide range of clients and technologies
Skills
As published by workable · 16 questions · 9 written answers
Basics
First name, Last name, Email, Phone, Education, Experience, Summary, Resume
Pick from a list (7)
- Are you currently based in Dubai, UAE ?
- Minimum 2 years of IT support experience in the UAE with an MSP
- Hands-on experience with RMM tools (e.g. NinjaOne, ConnectWise, Datto)
- Experience working in a ticketing system with SLAs (e.g. Zohodesk, Freshdesk, Zendesk, HaloPSA)
- Have you worked at a Managed Service Provider (MSP), supporting multiple client companies?
- Do you have hands-on experience administering Microsoft 365 for business clients (user setup, licensing, Exchange Online, Teams, SharePoint/OneDrive)?
- Which MSP(s) have you worked for, and how many clients were you supporting at one time?
Written answers (9)
- Which Microsoft 365 certification do you hold, and in what year?
- Describe a Microsoft 365 task you’ve handled for a client from start to finish, for example a migration, user onboarding or offboarding, a mailbox or licensing issue, or a security setup such as MFA. What was the problem, what did you do, and what was the outcome?
- Which RMM tool(s) have you used (e.g. NinjaOne, ConnectWise, Datto)? Name one task you automated or monitored with it.
- Which ticketing system(s) have you used? Roughly how many tickets did you handle per day?
- A client’s MD calls you directly saying email is down and it’s urgent, but you’re in the middle of another client’s issue. What do you do?
- How do you handle a frustrated user with limited IT knowledge who insists their issue is urgent? Can you provide an example?
- You’ve been asked to onboard a new 20-user client onto Microsoft 365. What are the first five things you’d want to know about their current setup?
- Current employment status and notice period
- Current salary and expected salary (AED per month)