Information Technology Support Specialist (EUC L1 + Network Engineer)

Job Summary

We are seeking a motivated EUC Level 1 and Network Engineer based in Abu Dhabi, UAE, to deliver frontline technical support and aid in network operations within an enterprise setting. The successful candidate will have solid experience in desktop and hardware troubleshooting, Microsoft technologies, and fundamental network administration. Exceptional customer service skills and the ability to operate autonomously in a dynamic onsite environment are essential.

Primary Duties

• Provide first-line onsite and remote technical assistance for desktops, laptops, printers, and mobile devices.
• Install, configure, and resolve issues related to Windows 10 and 11 OS.
• Support Microsoft 365 applications such as Outlook, Teams, Word, Excel, and OneDrive.
• Manage user accounts, passwords, and permissions utilizing Active Directory.
• Install, configure, and troubleshoot various software programs.
• Identify and fix hardware problems or coordinate for replacements.
• Handle imaging, deployment, and device setup activities.
• Support technologies related to meeting rooms, video conferencing, and peripherals.
• Use ITSM ticketing systems for logging, updating, and resolving incidents within SLA guidelines.
• Refer complex technical issues to higher-level support teams as necessary.
• Assist with monitoring and maintenance of LAN, WAN, and Wi-Fi networks.
• Perform basic configuration and fault-finding for Cisco network devices including switches, routers, and wireless access points.
• Support VLAN configuration and carry out basic routing and switching tasks.
• Troubleshoot network connectivity problems involving DNS, DHCP, TCP/IP, and VPN connections.
• Conduct patching of network ports and manage cables.
• Proactively monitor network equipment and report issues.
• Support network-related installations, moves, additions, and changes.
• Maintain detailed network documentation and asset inventories.

Qualifications and Experience

• Minimum 2 to 5 years of experience in End User Computing/Desktop Support combined with basic network support.
• Proficient in administration of Windows 10 and 11 operating systems.
• Experienced with Microsoft 365 suite and Active Directory management.
• Knowledgeable in network fundamentals including TCP/IP, DNS, DHCP, and VPN technologies.
• Hands-on experience with Cisco hardware such as switches, routers, and wireless access points.
• Familiarity with IT Service Management platforms like ServiceNow, Jira, or ManageEngine.
• Basic expertise in printer and peripheral support.
• Strong skills in diagnosing and resolving hardware issues.
• Excellent customer service orientation and effective communication abilities.

Preferred Credentials

• Diploma or Bachelor's degree in IT, Computer Science, or related discipline.
• Certifications such as CompTIA A+, Network+, or equivalent.
• CCNA certification is highly favored.
• ITIL Foundation certification considered a plus.

Soft Skills

• Strong analytical and problem-solving capabilities.
• Proficient communication skills, both oral and written.
• Customer-focused approach with a professional mindset.
• Ability to prioritize and multitask effectively.
• Team-oriented yet capable of working independently.

Additional Information

• Worksite is located in Abu Dhabi, UAE, with on-premises attendance required.
• Immediate joiners or candidates with short notice periods are preferred.
• Experience in supporting enterprise users in corporate environments is advantageous.
• Candidate should be willing to travel between various office sites within Abu Dhabi if needed.