Full job description

Job description:

Job Description:

We are seeking an experienced Senior IT Support Engineer to join our IT team. In this role, you will serve as the highest technical escalation point, responsible for managing and maintaining our IT infrastructure, supporting end-users, and leading IT projects.

Roles and Responsibilities:

• Troubleshoot and resolve complex desktop, laptop, printer, and peripheral issues escalated by junior staff
• Manage and maintain Windows Server environment (Active Directory, Group Policy, DNS, DHCP)
• Administer Microsoft 365 tenant including Exchange Online, SharePoint, Teams, and OneDrive for Business
• Handle user onboarding, offboarding, and access permission changes across all systems
• Manage mobile devices and enforce security policies using Microsoft Intune or similar MDM
• Oversee backup and disaster recovery processes, including periodic testing of restores
• Monitor network performance and troubleshoot connectivity issues (switches, routers, firewalls, Wi-Fi)
• Coordinate with external ISPs and vendors for leased lines, internet outages, and circuit upgrades
• Manage video conferencing and meeting room AV systems for executive and board meetings
• Lead office IT infrastructure projects such as new site setup, office moves, or network upgrades
• Maintain inventory of all IT assets including desktops, laptops, monitors, docking stations, and software licenses
• Schedule and apply firmware updates, security patches, and antivirus definitions across all endpoints
• Create and update IT policies for acceptable usage, data security, and password management
• Conduct periodic security awareness training sessions for all employees
• Respond to security incidents such as phishing attacks, malware infections, or unauthorized access
• Document all recurring issues and create self-help guides for common user problems
• Manage vendor relationships for hardware procurement, software licensing, and AMC renewals
• Prepare monthly IT reports for management covering ticket volumes, response times, and project status
• Provide after-hours on-call support for critical system outages or emergency issues
• Train and mentor L1 and L2 support engineers to improve team capability and reduce escalations
• Coordinate with HQ or global IT teams for compliance with group-level policies and standards
• Ensure all systems comply with industry regulations such as GDPR, HIPAA, or local data protection laws
• Evaluate and recommend new technologies to improve efficiency and reduce costs
• Manage IT budgets for hardware purchases, software subscriptions, and service contracts
• Take full ownership of incidents and service requests from logging to closure with proper communication

Work Location: In person

• Pay: From AED3,500.00 per month