IT Support Engineer - Managed Services (MSP)

Role Overview

IT Support Engineer - Managed Services (MSP) at Purple Rock IT Solutions. You will be the day-to-day technical contact for a portfolio of MSP clients across the UAE, handling tickets, troubleshooting, and proactive monitoring through remote and on-site support.

Company Overview

Purple Rock IT Solutions is growing its Managed Services team and supports a diverse portfolio of clients across the UAE.

Role Purpose

To deliver responsive, high-quality technical support to MSP clients by resolving tickets within agreed SLAs, maintaining client environments proactively, and serving as the trusted technical point of contact for day-to-day issues.

Key Responsibilities

Support Delivery

• Respond to and resolve support tickets within agreed SLAs.
• Support end users across Windows, macOS, Microsoft 365 and common business applications.
• Serve as the main technical point of contact for assigned clients.
• Explain technical issues to non-technical people in plain language.

Infrastructure & Systems Management

• Manage and maintain Windows servers, backups and basic virtualization.
• Handle basic networking issues including switches, firewalls, Wi-Fi and VPN, escalating when needed.
• Monitor client environments using RMM tools and act on alerts proactively.

On-Site Support

• Visit client sites across the UAE for installations, onboarding and hands-on support.
• Support multiple clients and manage travel to sites as needed.

Documentation & Knowledge Management

• Document fixes, configurations and client environments clearly.
• Maintain clear records of all troubleshooting steps and resolutions.
• Keep client documentation up to date.

Qualifications & Experience

• Degree in IT, Computer Science or equivalent qualification.
• Minimum 2 years of IT support experience in the UAE with an MSP.
• Hands-on experience with RMM tools such as NinjaOne, ConnectWise or Datto.
• Experience working in a ticketing system with SLAs such as Zohodesk, Freshdesk, Zendesk or HaloPSA.
• Microsoft 365 certification such as MS-900, MD-102 or MS-102.
• Strong hands-on experience supporting Windows and macOS users.
• Working knowledge of Windows Server, virtualization, and backup and disaster recovery.

Skills & Competencies

• Solid troubleshooting skills with the habit of documenting every fix clearly.
• Comfortable in both Windows and Mac environments.
• Strong technical communication skills tailored to non-technical audiences.
• Confident in managing multiple clients simultaneously.
• Proactive problem-solving approach to identify and fix issues before they escalate.

Additional Information

• Employment Type: Full-time, Permanent.
• Availability: Available to join immediately or within a short notice period.
• Salary: AED 6,000 – 8,000 per month.
• Medical insurance provided.
• Annual air ticket provided.
• Annual leave after completing 1 year.
• Paid vendor training and certifications.
• Exposure to a wide range of clients and technologies.
• Work location: Primarily remote through helpdesk and RMM tools with regular on-site visits across the UAE.