Service Desk Engineer (UAE National)

About the role

A UAE National Service Desk Engineer is sought in Dubai to deliver first-line technical support, incident management and system monitoring for the IT infrastructure. The role works closely with cross-functional teams to resolve issues quickly, keep SLAs in line and help improve processes.

Key responsibilities

• Provide first-line support for hardware, software and network incidents through the ITSM tool
• Monitor infrastructure health with Zabbix and BMC tools and respond to APM alerts
• Perform remote troubleshooting and fault diagnosis on desktops, servers and network devices
• Log, track and document incidents and service requests following ITIL best practices
• Escalate complex issues to the NOC or specialist teams while meeting SLA targets
• Help find root causes and suggest process improvements
• Assist with basic network configuration and uphold network fundamentals
• Take part in shift rotations, on-call schedules and emergency response drills

Required profile

• UAE National with 0-2 years of professional IT experience
• Bachelor's degree or diploma in Computer Science, Information Technology or a related field
• Working knowledge of ITSM frameworks and service desk processes
• Familiarity with NOC operations and SLA management
• Excellent written and verbal English; proficiency in Arabic preferred

Required skills

• Hands-on experience with BMC and Zabbix monitoring solutions
• Basic understanding of APM tools and incident management workflows
• Remote troubleshooting and problem solving
• Solid grasp of TCP/IP, routing and switching
• Preferred: ITIL Foundation, Cisco CCNA or equivalent, BMC/Zabbix administration, AppDynamics or Dynatrace experience