IT Support Engineer - Managed Services (MSP)

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 DoRespond to and resolve support tickets within agreed SLAsSupport end users across Windows, macOS, Microsoft 365 and common business appsManage and maintain Windows servers, backups and basic virtualizationMonitor client environments using RMM tools and act on alertsHandle basic networking issues (switches, firewalls, Wi-Fi, VPN) and escalate when neededDocument fixes, configurations and client environments clearlyVisit client sites for installs, onboarding and hands-on supportRequirementsDegree in IT, Computer Science or equivalentMinimum 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 periodStrong hands-on experience supporting Windows and macOS usersWorking knowledge of Windows Server, virtualization, and backup and disaster recoverySolid troubleshooting skills, with the habit of documenting every fix clearlyConfident communicating with clients as their main technical point of contactComfortable supporting multiple clients and traveling to sites across the UAEEmployment TypeFull-time, PermanentBenefitsSalary: AED 6,000 - 8,000 per monthMedical insuranceAnnual air ticketAnnual leave after completing 1 yearPaid vendor training and certificationsExposure to a wide range of clients and technologies