Technical Support Engineer

The Technical Support Engineer is responsible for providing timely and effective technical assistance to clients and internal users, resolving hardware, software, and network-related issues. This role involves diagnosing problems, offering solutions, and ensuring end-user satisfaction through clear communication and professional support. Operating within UAE-based infrastructure and IT compliance frameworks, the engineer helps maintain system reliability and business continuity across various environments.

Responsibilities:

• Responding to technical support requests via phone, email, or ticketing systems, and ensuring prompt resolution.

• Troubleshooting hardware and software issues across desktops, laptops, printers, and mobile devices.

• Providing support for operating systems, business applications, and network connectivity.

• Escalating complex technical problems to higher-level engineers or specialized teams when necessary.

• Installing, configuring, and maintaining computer systems and related infrastructure components.

• Documenting support cases, solutions, and procedures to build a knowledge base for recurring issues.

• Conducting user training sessions for basic IT tools and best practices.

• Ensuring compliance with UAE cybersecurity standards and internal IT security protocols.

Requirements:

• Bachelor’s degree in Information Technology, Computer Engineering, or a related field.

• 2–4 years of technical support experience, ideally within the UAE or GCC region.

• Solid understanding of Windows and/or macOS operating systems, Microsoft 365, and remote desktop tools.

• Knowledge of basic networking concepts (TCP/IP, DNS, DHCP, VPN).

• Experience with IT ticketing systems such as ServiceNow, Zendesk, or Freshdesk.

• Strong communication and problem-solving skills with a customer-focused mindset.

• Relevant certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or equivalent are preferred.

• Fluency in English is required; Arabic is a plus