Information Technology Support Engineer
Ampstek · Dubai, Dubai, United Arab Emirates
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- 10+ years of experience in enterprise IT support, Service Desk operations, Technology Command Centre (TCC), or 24x7 support environments.
- Strong hands-on experience managing and resolving Level 1 and Level 2 incidents, service requests, operational issues, and user support activities.
- Proven experience working with ITSM platforms such as ServiceNow and supporting ITIL processes including Incident, Problem, Change, Knowledge, Asset, and Service Request Management.
- Solid expertise in Windows and macOS administration, endpoint support, remote troubleshooting, and device management.
- Experience supporting Microsoft 365 services, Exchange (Server & Client), Active Directory, Microsoft Entra ID, user provisioning, and access management activities.
- Strong understanding of networking fundamentals including TCP/IP, DNS, DHCP, VPN technologies, and connectivity troubleshooting.
- Experience using monitoring, alerting, and observability platforms to proactively monitor service health, analyse events, and drive service restoration.
- Demonstrated capability in performing root cause analysis (RCA), identifying recurring issues, creating problem records, and implementing permanent fixes.
- Experience coordinating and managing Major Incidents, engaging technical teams, vendors, and stakeholders to minimise business impact and restore services quickly.
- Ability to support users across multiple communication channels including phone, email, chat, walk-up support, and self-service portals.
- Strong customer service, stakeholder management, communication, and vendor coordination skills within a fast-paced operational environment.
- Experience identifying automation opportunities, driving continuous service improvement initiatives, and supporting shift-left strategies.
- Capable of maintaining technical documentation, operational procedures, knowledge articles, and conducting knowledge transfer sessions.
- Experience supporting system deployments, upgrades, configuration changes, and participating in on-call and after-hours support activities.
- Strong understanding of operational governance, cybersecurity controls, compliance requirements, and data protection standards.