IT Support Technician L1 (On-site) – Dubai

About the role

We are looking for an experienced IT Support Technician (L1) to provide on‑site deskside assistance in Dubai. The role is freelance/B2B for an initial 12‑month period, with the possibility of extension.

Key responsibilities

• Deliver end‑to‑end technical support for desktops, laptops and peripherals, troubleshooting hardware, software and connectivity issues.
• Perform IMAC (Install, Move, Add, Change) activities and break/fix tasks for end‑user devices.
• Manage the full lifecycle of desktop devices, including configuration, patching, OS imaging and vendor‑based hardware replacements.
• Use SCCM, Intune and ServiceNow for asset tracking, ticket resolution and remote assistance.
• Administer approved software installations, updates and security patching in line with IT policies.
• Provide remote and on‑site support for MS Office, Outlook, VPN clients and other EUC tools.
• Ensure compliance with security protocols, antivirus monitoring and desktop policy enforcement.
• Offer VIP support and act as the primary on‑site contact during critical escalations or outages.
• Support printers, scanners and other peripheral devices, including routine maintenance.
• Assist with Active Directory tasks, basic user account management and smart‑hands support.
• Maintain documentation of incidents, hardware inventory and technical guides.
• Follow ITIL practices for incident, problem and service request management.

Required profile

• Minimum 3 + years of experience in IT support or help‑desk environments.
• Hands‑on experience with on‑site deskside support (L1/L2) in corporate settings.
• Familiarity with Windows OS environments, basic macOS handling and mobile device support.
• Understanding of ITIL processes and ability to work under VIP or critical escalation scenarios.

Required skills

• SCCM
• Intune
• ServiceNow
• Windows operating system
• Active Directory
• MS Office / Outlook
• VPN client configuration
• Antivirus and security patch management
• OS imaging and hardware replacement
• Printer and scanner troubleshooting
• Remote assistance tools
• ITIL incident and problem management