IT Support Engineer

• Act as first point of contact (Tier 1/2) for IT support requests via helpdesk, phone, or in person • Install, configure, and maintain desktops, laptops, printers, mobile devices, and peripherals for staff • Set up and manage user accounts, email, and access permissions under IT policy guidance • Troubleshoot hardware, software, operating system, and connectivity issues, escalating complex problems to the System Administrator • Support video conferencing, meeting room AV equipment, and collaboration tools used for internal and inter-agency coordination • Maintain IT asset inventory (hardware, software licenses, warranties) and track service requests/tickets • Assist with onboarding/offboarding of staff — provisioning equipment, accounts, and access • Perform routine maintenance: software updates, antivirus checks, backups verification on end-user devices • Follow and help enforce IT security policies (password practices, device encryption, phishing awareness) in line with UAE government cybersecurity standards • Document recurring issues and solutions to build a internal knowledge base • Coordinate with vendors for repairs, replacements, and warranty claims • Support IT rollouts and digital initiatives tied to CCAO citizen service programs • Diploma or Bachelor's degree in IT, Computer Science, or related field • 1–4 years' experience in IT support/helpdesk role, government sector experience a plus • Working knowledge of Windows/macOS, Microsoft 365, Active Directory (user-level administration), and basic networking (LAN/Wi-Fi/VPN troubleshooting) • Familiarity with ticketing systems (e.g., ServiceNow, Freshservice, or similar) • Basic understanding of cybersecurity hygiene and UAE government IT compliance expectations • CompTIA A+/Network+ or equivalent certification preferred • Fluent in Arabic and English (Arabic often required for UAE federal entities) • UAE national or resident with relevant work eligibility Key Competencies • Strong customer service orientation and patience with non-technical staff • Quick, methodical troubleshooting under time pressure • Good communication skills, especially explaining technical issues simply • Reliability, discretion, and attention to confidentiality (handling government/citizen-related data and devices) • Team player, comfortable escalating issues appropriately