IT Support Engineer

CareersTech.Hub · Dubai, United Arab Emirates

We are looking for an IT Support Engineer to join our team and provide efficient technical support to end users.

Key Responsibilities

Provide 1st Line IT Support via phone, email, chat, and ticketing systems
Manage incidents and service requests using ServiceNow / ITSM
Troubleshoot hardware, software, Windows, networking, and access-related issues
Support Microsoft 365, Active Directory, user accounts, and password/access management
Monitor tickets and ensure compliance with SLA timelines
Document incidents, resolutions, and contribute to Knowledge Base & CSI initiatives
Escalate complex issues to the relevant IT teams

3+ years of experience in IT Service Desk, Help Desk, Desktop Support, or Technical Support
Hands-on experience with ServiceNow or enterprise ITSM platforms
Strong understanding of ITIL, Incident & Service Request Management
Good knowledge of Windows 10/11 & Microsoft 365
Experience with Active Directory and user/access management
Strong troubleshooting, analytical, and problem-solving skills
Excellent communication and customer service skills
Ability to manage multiple tickets while meeting SLA/KPI targets Nice to Have:
ITIL Foundation certification
Enterprise/corporate IT support experience
Remote support tools experience
Knowledge of Microsoft Entra ID / Azure AD