About the job

🚀 We're Hiring: IT Support Engineer | Dubai

Are you an IT support professional with strong hands-on experience in L1/L2 support, Microsoft 365, asset management, and end-user support? We are looking for an experienced IT Support Engineer to join our team in Dubai.

🔹 Key Responsibilities

• Monitor internet bandwidth and telephone connectivity; coordinate with ISPs to resolve issues promptly.
• Manage laptop/desktop deployment, configuration, encryption, antivirus, licensed applications, and compliance.
• Handle new-joiner onboarding and IT induction, including ID creation, license assignment, device configuration, and access management.
• Manage employee offboarding, including asset recovery and termination of system access.
• Provide on-call support for Microsoft 365, Outlook, and Teams, including critical after-hours issues.
• Maintain IT asset inventory, service desk dashboards, and OEM support contracts for Lenovo, Dell, HP, etc.
• Coordinate with OEMs for hardware troubleshooting, repairs, replacements, and expired support contracts.
• Manage P1, P2 & P3 incidents, ensuring resolution within defined SLAs.
• Prepare monthly reports highlighting recurring incidents and recommend permanent corrective actions.
• Follow established SOPs for L1/L2 troubleshooting and service desk operations.
• Support IT deployments, new system implementations, meeting-room technology, wireless access, and local IT infrastructure.
• Escalate complex issues to the L3 support team and ensure regular follow-up until closure.
• Maintain accurate ticket updates and documentation for all troubleshooting activities.
• Coordinate with the L3 team for Microsoft/CSP escalations when advanced troubleshooting is required.

🔹 What We're Looking For

✔ Strong L1/L2 IT Support experience

✔ Hands-on knowledge of Microsoft 365, Outlook & Teams

✔ Experience in IT asset and endpoint management

✔ Knowledge of incident management and SLA-based ticket resolution

✔ Experience with OEM support – Lenovo, Dell, HP

✔ Strong troubleshooting, documentation, and stakeholder-management skills

✔ Ability to work independently and provide on-call support when required

📍 Location: Dubai

💼 Role: IT Support Engineer – L1/L2

📩 Interested candidates can share their CV at hr@kemipex.com

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