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Purple Rock IT Solutions

IT Support Engineer - Managed Services (MSP)

Purple Rock IT Solutions Dubai, Dubai, United Arab Emirates · AED 72K–AED 96K/yr

Information Services · 11-50 employees

6 d ago
support-engineer Mid (2-5 yrs) Full-time United Arab Emirates
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About the role

You will act as the primary technical contact for MSP clients, managing support tickets and maintaining their IT infrastructure. This includes remote troubleshooting, monitoring environments via RMM tools, and performing on-site installations and support.

What they look for

Windows MacOS Microsoft 365 Windows Server Virtualization Networking RMM tools Troubleshooting Documentation Client communication Backup and disaster recovery Switches Firewalls Wi-Fi VPN Ticketing systems

Requirements

Candidates must have at least 2 years of IT support experience in the UAE and a degree in IT or Computer Science. Proficiency in Windows/macOS environments, Microsoft 365, and RMM tools is required, along with strong communication skills.

Benefits

Medical insurance Annual air ticket Annual leave Paid vendor training Professional certifications

Full description

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 do

  • Respond to and resolve support tickets within agreed SLAs
  • Support end users across Windows, macOS, Microsoft 365 and common business apps
  • Manage and maintain Windows servers, backups and basic virtualization
  • Monitor client environments using RMM tools and act on alerts
  • Handle basic networking issues (switches, firewalls, Wi-Fi, VPN) and escalate when needed
  • Document fixes, configurations and client environments clearly
  • Visit client sites for installs, onboarding and hands-on support
  • Degree in IT, Computer Science or equivalent
  • Minimum 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 period
  • Strong hands-on experience supporting Windows and macOS users
  • Working knowledge of Windows Server, virtualization, and backup and disaster recovery
  • Solid troubleshooting skills, with the habit of documenting every fix clearly
  • Confident communicating with clients as their main technical point of contact
  • Comfortable supporting multiple clients and traveling to sites across the UAE

Employment Type

  • Full-time, Permanent
  • Salary: AED 6,000 – 8,000 per month
  • Medical insurance
  • Annual air ticket
  • Annual leave after completing 1 year
  • Paid vendor training and certifications
  • Exposure to a wide range of clients and technologies

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