Job Description

Job Title: IT Support Engineer (Onsite & Offsite) ?Overview ?We are seeking a highly motivated and technically proficient IT Support Engineer to provide comprehensive technical assistance and support to our internal staff and external clients. This role requires a dynamic individual who is equally comfortable resolving issues remotely from the office and traveling to customer locations to provide hands-on technical service, installation, and troubleshooting. The ideal candidate will be customer-focused, possess excellent problem-solving skills, and be able to work independently to manage their support queue. ?Key Responsibilities ?Customer & Technical Support (Onsite & Offsite) ?Provide timely and effective technical support, troubleshooting, and issue resolution for hardware, software, network, and system problems both remotely (offsite/indoor) and in-person (onsite/outdoor visits). ?Travel to customer and client locations as required to perform installations, configurations, diagnostics, repairs, and preventative maintenance on IT equipment and infrastructure. ?Install, configure, and maintain computer hardware (desktops, laptops, servers, printers), operating systems (Windows, macOS), and various applications. ?Diagnose and resolve network connectivity issues, including LAN/WAN, Wi-Fi, VPN, and firewall problems. ?Respond to and manage support requests via phone, email, chat, and our ticketing system, ensuring all issues are logged, prioritized, and resolved within agreed Service Level Agreements (SLAs). ?Talk clients through a series of actions, either remotely or in-person, to resolve technical issues. ?Assist with the setup and support of peripheral devices, communication platforms (e.g., Microsoft 365, VoIP, video conferencing), and remote work tools. ?System Maintenance & Documentation ?Perform routine system maintenance, updates, backups, and configuration changes to ensure optimal performance and security of client and internal IT infrastructure. ?Maintain accurate inventory and asset logs for all hardware and software. ?Document technical knowledge in the form of notes, manuals, and FAQs, ensuring the internal knowledge base is up-to-date. ?Properly escalate unresolved issues to the appropriate internal teams (e.g., Senior Engineers, Development) or external vendors. ?Client Relationship & Professionalism ?Maintain a high level of professionalism and strong customer service when interacting with internal staff and external clients. ?Explain technical issues and solutions clearly and concisely to non-technical users. ?Ensure follow-up with customers to confirm the full functionality of their IT systems after troubleshooting. ?Qualifications ?Required Skills & Experience ?Proven work experience (e.g., 2+ years) as an IT Support Engineer, Technical Support Officer, or similar role. ?Solid working knowledge of desktop operating systems (Windows, macOS) and Microsoft Office/Microsoft 365 suite. ?Experience with network troubleshooting (TCP/IP, DNS, DHCP, routing, firewalls). ?Familiarity with remote support tools (e.g., TeamViewer, RDP) and ticketing systems. ?Strong diagnostic and problem-solving skills with the ability to troubleshoot complex hardware and software issues. ?Excellent written and verbal communication skills. ?Ability to work independently, manage a case queue, and prioritize tasks effectively. ?Must have a valid driving license and reliable transportation to perform frequent offsite customer visits. ?Preferred Qualifications (A Plus) ?Bachelor's degree in Information Technology, Computer Science, or a related field. ?Certifications such as CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator (or equivalent). ?Experience supporting Windows Server environments, Active Directory, and basic cloud services (e.g., Azure, AWS). ?Working Environment ?This role involves a mix of office-based/remote support and frequent travel to client sites. Candidates must be adaptable and flexible to changing schedules and environments.

Job Types: Full-time, Permanent, Fresher

Pay: AED2,500.00 per month