IT Support Engineer (English & Arabic Speaker)

Role overview

We are looking for a polished and capable IT Support Specialist to deliver dedicated technical assistance to VIP users at a client site in Dubai. This position focuses on providing first-level support, solving everyday technology problems quickly, and maintaining a high standard of customer service. The right candidate should be fluent in both English and Arabic, comfortable working with senior leaders, and able to communicate professionally at all times.

Key responsibilities

• Serve as the first point of contact for hardware, software, and basic network-related support issues.
• Provide tailored IT assistance to senior executives and other VIP users.
• Track incidents, service requests, and problem records while meeting SLA targets.
• Diagnose and fix issues affecting desktops, laptops, printers, and mobile devices.
• Support Microsoft Office 365, email services, and collaboration platforms.
• Manage user access tasks such as Active Directory updates, password resets, and permission changes.
• Carry out initial troubleshooting for connectivity problems across LAN, Wi‑Fi, and VPN.
• Escalate unresolved or more complex issues to Level 2 or Level 3 support teams.
• Keep ticket notes, resolution details, and asset information updated and accurate.
• Communicate clearly and maintain a professional, presentable manner when interacting with end users.
• Help prepare and configure devices for new joiners, including laptops, phones, and related accessories.
• Offer support in both English and Arabic to ensure smooth communication across the workplace.

Requirements

• A bachelor’s degree in IT, Computer Science, or a closely related discipline.
• At least 4–5 years of experience in IT Level 1, helpdesk, or desktop support roles.
• Strong working knowledge of Windows operating systems, Office 365, and standard end-user applications.
• Exposure to ITSM platforms such as ServiceNow, Remedy, or similar tools.
• Solid troubleshooting ability across hardware, software, and network issues.
• A strong service mindset with the ability to support VIP stakeholders professionally.
• Fluency in spoken and written English and Arabic.
• Excellent interpersonal, communication, and presentation skills.

Additional information

This is a full-time onsite position based in Dubai, United Arab Emirates.