IT Support Engineer

Responsibilities

• Act as first point of contact Tier 1/2 for IT support requests via helpdesk, phone, or in person.
• Install, configure, and maintain desktops, laptops, printers, mobile devices, and peripherals for staff.
• Set up and manage user accounts, email, and access permissions under IT policy guidance.
• Troubleshoot hardware, software, operating system, and connectivity issues, escalating complex problems to the System Administrator.
• Support video conferencing, meeting room AV equipment, and collaboration tools used for internal and inter‑agency coordination.
• Maintain IT asset inventory, hardware, software licenses, warranties, and track service requests and tickets.
• Assist with onboarding, off‑boarding of staff, provisioning equipment, accounts, and access.
• Perform routine maintenance, software updates, antivirus checks, backup verification on end‑user devices.
• Follow and help enforce IT security policies, password practices, device encryption, phishing awareness in line with UAE government cybersecurity standards.
• Document recurring issues and solutions to build an internal knowledge base.
• Coordinate with vendors for repairs, replacements, and warranty claims.
• Support IT rollouts and digital initiatives tied to CCAO citizen service programs.

• Diploma or Bachelor's degree in IT, Computer Science, or related field.
• 1–4 years’ experience in IT support/helpdesk role, government sector experience a plus.
• Working knowledge of Windows/macOS, Microsoft 365, Active Directory (user‑level administration), and basic networking (LAN/Wi‑Fi/VPN troubleshooting).
• Familiarity with ticketing systems (e.g., Service Now, Fresh service, or similar).
• Basic understanding of cybersecurity hygiene and UAE government IT compliance expectations.
• CompTIA A+/Network+ or equivalent certification preferred.
• Fluent in Arabic and English (Arabic often required for UAE federal entities).
• UAE national or resident with relevant work eligibility.

• Strong customer service orientation and patience with non‑technical staff.
• Quick, methodical troubleshooting under time pressure.
• Good communication skills, especially explaining technical issues simply.
• Reliability, discretion, and attention to confidentiality (handling government/citizen‑related data and devices).
• Team player, comfortable escalating issues appropriately.