IT Support Engineer – Corporate Outsource

Role Overview

IT Support Engineer – Corporate Outsource at Emarat (Emirates General Petroleum), providing technical support to corporate users across Emarat's corporate and branch offices.

Role Purpose

Provide technical support to corporate users across Emarat's facilities, troubleshooting and resolving Windows OS, hardware, and software issues while maintaining minimal downtime and supporting IT infrastructure according to business requirements.

Key Responsibilities

User Support

• Provide onsite and remote support for corporate users on Windows OS, hardware, and software issues.
• Troubleshoot and resolve desktop, laptop, printer, and peripheral device issues.
• Assist in user account management, including password resets, access provisioning, and permissions management.
• Provide support for Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive, etc.).

Systems & Infrastructure

• Perform installation, configuration, and maintenance of Windows-based systems and applications.
• Support network connectivity issues.
• Assist in hardware and software upgrades as required.

Security & Compliance

• Collaborate with IT security teams to ensure compliance with security policies and best practices.
• Ensure adherence to ITIL best practices in incident, change, and problem management.

Service Management & Documentation

• Monitor and manage IT service requests via ticketing systems and ensure timely resolution.
• Document incidents, solutions, and troubleshooting steps for knowledge base improvement.
• Report to the Manager – Network & Support and provide regular updates on IT support activities.

Qualifications & Experience

• Bachelor's degree in information technology, Computer Science, or a related discipline.
• 3+ years of experience in IT support for corporate users.
• Strong knowledge of Windows OS (Windows 10 & 11) troubleshooting and administration.
• Experience with Active Directory, Group Policies, and User Management.
• Hands-on experience with hardware troubleshooting (laptops, desktops, printers, and peripherals).
• Good understanding of Microsoft 365 applications and administration.
• Basic knowledge of networking concepts (TCP/IP, DNS, DHCP, VPN, Wi-Fi).
• Experience with ITSM tools and ticketing systems.

Skills & Competencies

• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Good time management and ability to prioritize tasks effectively.
• UAE Valid Driving License.

Certifications (Preferred)

• Microsoft Certifications (MCP, MCSA, or Microsoft 365 Certified: Modern Desktop Administrator Associate).
• CompTIA A+ or CompTIA Network+.
• ITIL 4 Foundation Certification.

Additional Information

• Work Location: Emarat Corporate Office & Branch Offices.
• Shift-based work may be required to ensure IT support availability.
• Travel to branch offices may be required as per business needs.
• Ability to work in shifts and provide on-call support as and when required.