IT Service Desk Engineer

Client of Salt

Our Abu Dhabi based client are seeking a skilled and customer-focused IT Service Desk / Field Service Engineer to join their technology team. The role requires on-site support, ensuring seamless IT service delivery across their organization. The ideal candidate will be comfortable working in a high-paced environment, with a strong commitment to delivering outstanding technical support to end-users.

Key Responsibilities

Service Desk Support:

• Provide first- and second-line technical support to end-users via phone, email, and ticketing system.
• Diagnose and troubleshoot hardware, software, and network issues.
• Install, configure, and maintain end-user devices (laptops, desktops, mobile devices, peripherals).
• Manage user accounts, permissions, and access control in Active Directory, Microsoft 365, and other platforms.
• Monitor and resolve incidents within agreed SLAs, escalating when necessary.

Field Service Support:

• Provide on-site IT support for offices, retail locations, or remote sites as required.
• Perform equipment installations, upgrades, and repairs.
• Support IT infrastructure including routers, switches, printers, and other connected devices.
• Assist with site moves, new office setups, and decommissioning of IT assets.
• Maintain an accurate inventory of IT assets, ensuring timely updates of records.

Operational & Administrative:

• Participate in shift rotations and cover 6 days per week as scheduled.
• Ensure compliance with IT security policies and procedures.
• Document troubleshooting steps, fixes, and best practices in the knowledge base.
• Provide feedback to improve IT service delivery and processes.

Qualifications & Skills:

• Education: Diploma or Bachelor s degree in Information Technology, Computer Science, or related field (or equivalent experience).
• Experience: 2-4 years experience in IT support roles (service desk and/or field service).
• Strong knowledge of Windows and macOS operating systems, Microsoft 365, and common business applications.
• Understanding of networking fundamentals (LAN/WAN, TCP/IP, VPN).
• Familiarity with IT ticketing systems and remote support tools (ServiceNow).
• Excellent communication and customer-service skills.
• Ability to work independently and manage time effectively across multiple priorities.
• Willingness to work shifts and provide on-site support as required.

Desirable Certifications:

• CompTIA A+ / Network+
• Microsoft Certified: Modern Desktop Administrator Associate
• ITIL Foundation Certification