IT Support Engineer

Job Title: IT Support Engineer Duties & Responsibilities: IT incident management & administration Deliver prompt Level 1 and Level 2 technical assistance for hardware, software, and application-related issues through the IT Helpdesk system. Install, configure, and maintain end-user hardware including desktops, laptops, printers, and peripheral devices. Install, update, and support operating systems, Microsoft 365 applications, and approved third-party software. Ensure timely response and resolution of incidents and service requests within defined SLAs. Maintain accurate records of incidents, troubleshooting steps, and resolutions in the ITSM tool. Escalate complex issues to higher support tiers and follow up until closure. Ensure endpoint security compliance, including antivirus, patch updates, and device encryption. Support system access management (user onboarding/offboarding, permissions, and password resets) in accordance with internal IT policies. IT Infrastructure support Perform installation and maintenance of IT infrastructure components including switches, routers, access points, UPS units, and structured cabling. Support and monitor server room and network rack environments at branches and corporate offices, ensuring cleanliness, cable discipline, and compliance with IT standards in coordination with the Infrastructure and Network teams. Assist in the setup and maintenance of CCTV/VSaaS, biometric attendance, and access control systems. Manage and support meeting room and boardroom audio-visual (AV) systems — including projectors, video conferencing devices, and display screens — ensuring seamless operation for meetings and events. Provide on-site technical assistance for infrastructure-related issues and coordinate with vendors for installation, upgrades, and repairs. Conduct preventive maintenance checks on branch IT setups and ensure timely reporting of deviations or risks. Maintain documentation of infrastructure layouts, device inventories, and installation details for audit and compliance purposes Network support Provide Level 1 troubleshooting for LAN, WAN, Wi-Fi, and VPN-related incidents, escalating unresolved issues to the Network team. Pro-actively report branch network connectivity issues and link degradation or outages to network team. Assist in the configuration and deployment of network devices such as switches, access points, and routers under guidance from the infrastructure team. Coordinate with Etisalat and other service providers for timely fault resolution, service activation, and deactivation. Maintain accurate documentation of network topology, device IPs, and connectivity details for audit and troubleshooting purposes. Project Support Actively participate in IT infrastructure and application rollout projects, including system upgrades, migrations, and branch deployments. Coordinate with cross-functional teams (Network, Procurement, Application, and Admin) to ensure smooth project execution and resource availability. Provide hands-on support during project go-lives, after-hours migrations, and testing activities to ensure zero business disruption. Maintaining project documentation, including rollout trackers, checklists, and site sign-off reports. Report progress, challenges, and completion updates to the Project Lead or Senior Management. Inventory management Maintain up-to-date inventory of all IT assets, including desktops, laptops, printers, peripherals, and network devices assigned to users and branches. Track asset issuance, movement, and return using standardized custodianship forms in close coordination with the IT Asset Manager. Coordinate with the IT Asset Manager for periodic verification, reconciliation, and internal audit compliance. Support the onboarding of new assets and ensure proper tagging, configuration, and documentation before deployment. Assist in identifying obsolete, non-functional, or unaccounted assets and report discrepancies for corrective action. Ensure that asset records in the ITSM system are aligned with physical inventory and procurement records. IT procurement Coordinate with the Procurement and IT Asset Manager to raise and track purchase requests for IT hardware, software, and peripherals. Verify technical specifications and compatibility of requested items before procurement. Ensure newly procured items are properly tagged, recorded, and configured prior to deployment. Assist in vendor coordination for delivery scheduling, installation, and verification of goods and services received. Support the IT Asset Manager to maintain documentation related to purchase requisitions, delivery notes, and invoices for audit and compliance. Support cost optimization by identifying opportunities for hardware reuse or reallocation across departments or branches. Qualifications, Capabilities and Knowledge Essential Qualifications, Capabilities and Knowledge · 3-year Engineering Diploma / B-Tech in computer Engineering/ BSc Computer Science /Any other IT related graduation. · Knowledge of enterprise-level IT support · Willingness to travel and relocate as and when required within UAE to facilitate business continuity. Ability to be a good team player. Desirable Qualifications, Capabilities and Knowledge · Cisco / Microsoft / Other Network course completion · ITIL awareness Driving License