Job Description

Job Summary:

We are seeking a detail-oriented and customer-focused

Field Engineer

to provide on-site and remote IT support for end users. This role involves handling incidents escalated from the Service Desk, troubleshooting hardware and software issues, and coordinating with backline teams to ensure efficient and timely resolution.

Key Responsibilities:

Receipt of user requests / incidents escalated by the ServiceDesk / end user. Provide support for tickets escalated by Service Desk. Escalates issues to Vendor or L3 if the issue is not able to be resolved. Provide regular incident ticket updates and advise L1 of ticket resolution. Provide the Team Leader with ticket and related tasks updates. Combination of telephonic/remote and desk side support will be provided to gain efficiencies, especially for remote sites. Undertake on-site analysis of the request / incident as necessary. Resolution of end user requests / incidents. Configure, troubleshoot, and resolve issues related to hardware, operating system, software and application problems, windows desktop, notebooks, printers, and PC peripherals. Provide support for install/upgrade/de-install/repair activities on ESE desktops, laptops. Provide onsite end-user equipment support (i.e. desktops, screens, scanners, printers, docking stations, classroom and meeting room equipment, etc). Provide onsite office automation software and approved application suite support. Provide basic Infrastructure and systems administration support by acting as an extension of the backline teams (i.e. Network, Application, System Admin Teams, etc). Basic network patch cable changes under the direction of the Infrastructure Team and replacement of faulty network cables using ready-made cables from stock. Assist in inventory audits through visual checks and updating tracking sheets to be sent to the Asset Management team. Assist in implementing approved changes onsite by acting as an extension of the backline teams (i.e. Network, Application, System Admin Teams, etc).
Job Type: Full-time

Application Question(s):

How many years of experience do you have working as a Field Engineer or in a similar IT Support / Desktop Support role? Do you have hands-on experience troubleshooting and resolving hardware, software, and network connectivity issues for desktops, laptops, and peripherals? Please specify the types of issues you have handled. Are you experienced in using ticketing systems (e.g., ServiceNow, Remedy, Jira) to manage, escalate, and resolve user incidents and service requests? Are you comfortable providing both onsite and remote support, including installation, configuration, and repair of end-user devices, printers, and meeting room equipment? What is your current notice period, and how soon can you join if selected? Have you previously worked with any ministries or government entities in the UAE? If yes, please specify which ones and your role there Do you have experience providing technical support to senior management or C-level executives (e.g., Ministers, Directors, or VIP users)? Please describe the type of support you provided. Are you fluent in both Arabic and English (spoken and written)? Please specify your proficiency level in each language. What is your Nationality? please specify What is your current and expected salary?
Education:

Bachelor's (Required)
Location:

* Dubai (Required)