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BlackStone eIT

IT Support Engineer / Agent (Helpdesk Engineer)

BlackStone eIT Ajman, Ajman, United Arab Emirates

IT Services and IT Consulting · 1,001-5,000 employees

4 h ago
support-engineer Senior (5-10 yrs) Full-time United Arab Emirates
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About the role

The IT Support Engineer will diagnose and resolve technical incidents while managing endpoint devices and user access. They are also responsible for maintaining knowledge articles and supporting workplace technology such as conferencing equipment.

What they look for

ITSM Windows Microsoft 365 Hardware Troubleshooting Printers Active Directory Entra ID Endpoint Management Intune MDM ITIL 4 CompTIA A+ Network+ Desktop Support

Requirements

Candidates must have at least 5 years of professional experience in end-user computing or desktop support. Proficiency in Windows environments, Microsoft 365, and various IT management tools is required, with relevant certifications preferred.

Full description

Key Responsibilities

•      Receive, diagnose, and resolve incidents and service requests through the approved ITSM platform.

•      Support laptops, desktops, operating systems, Microsoft 365, printers, peripherals, and standard apps.

•      Provide user-account, access, password, and Microsoft 365 support within security controls.

•      Configure, deploy, replace, and recover endpoint devices and maintain asset records.

•      Support meeting rooms, conferencing equipment, and common workplace technology.

•      Escalate unresolved or specialist issues with complete diagnostics and evidence.

•      Maintain knowledge articles, resolution notes, and recurring-issue records.

•      Follow security, confidentiality, and data-handling requirements across all assigned locations.

•      5+ years of professional end-user computing, desktop support, or service support experience.

•      Strong hands-on experience with Windows endpoints, Microsoft 365, hardware troubleshooting, and printers.

•      Working knowledge of Active Directory/Entra ID, endpoint management, Intune/MDM, and ITSM tools.

•      ITIL 4 Foundation, CompTIA A+/Network+, or Microsoft Endpoint certification preferred.

•      Arabic and English communication skills are strongly preferred.

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