IT Systems Support Engineer ***ONLY Emiratis with family book***

Job purposeIT Systems Support Engineer will be working as part of a team that is responsible for Field support for GIG GULF Gulf staff. The role is based in GIG GULF Gulf office in Dubai Outsourced City or Business Bay, UAE and will work together with the IT Service Desk for the issues and requirements related to the business and support users in UAE office.This position is responsible to provide technical assistance to users and would help install, upgrade and troubleshoot hardware and software systems. The person in this role will be troubleshooting basic end‑user issues on various software applications, hardware, network and telecommunications systems and provide overall desktop/laptop support to users and C level Executives (EXCOM’s).The role requires a person who will ensure prompt and accurate customer service and increase client satisfaction.Key ResponsibilitiesIT SupportInstall end-user software (licensing validity and availability checks)Deployment of new applications (and/or upgrades) and follow-upTroubleshoot software application issues to resolve basic known ones and escalate complex ones to 2nd level, 3rd level and vendorInstall, upgrade, support and troubleshoot operating systems on Laptop(Windows 10, 11), Microsoft office products and any other authorized desktop applicationsTroubleshoot email issues (Exchange server/Exchange online)Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorized peripheral equipment.Call center system support, Audio Video Conferencing systemsMobile management enrollment and activationShared folders permissions managementManage end-user issues raised to Service Desk (Level 1) through tickets and calls received through IVR when working from home or if desired by the management from the officeHandle incoming calls from end-users in a professional manner and within the defined service levels and ensure achievement of KPI’sEnsure proper and timely communication to the end-user on every ticket through the Service Desk tool and phoneEnsure Upkeep of IT Assets in Asset Management Tool regularlyEnsure all work conducted is being logged and managed within tickets raised by or on behalf of business usersProvide high‑quality resolutions of assigned tickets and managing the expectations of the users & C-level Executives.Ensure to resolve and close all end‑user tickets within the defined Service Level Agreement (SLA) targets.Escalate tickets that are beyond the scope of Service Desk or Field support to other teams in 2nd level (Applications team and Field Support team) and 3rd level (Infrastructure and Production teams)Provide support to branch/ shops remotely /physicallySecurityEnsure full compliance with the Information Security policy and proceduresReview encryption and antivirus definition status and remediate any issuesEnsure that all provided laptops have the necessary physical security measuresScan computers for virus infectionProvide physical access to staff and visitors as necessary.Network and TelecomTroubleshoot end‑user internet issuesLocal area network and Ethernet connections supportWireless network access basic supportHeadset phone and softphone setup for call center staff and roaming usersVPN configuration and troubleshootingProvide support to PABX systemMinimum requirements of roleUAE National with family bookExcellent communication skills in English, both verbal and writtenCritical and analytical thinking and creativity – always challenging the status quo and find better ways to complete tasks.Conflict Resolution – ability to resolve problems and complex situations.Active listening and empathy – ability to listen and understand users to address their needs.Team player – ability to work with a team and influence a positive collaborative culture.Ability to prioritize workload appropriately based on the impact on the businessTechnical SkillsGood understanding of computers architecture, Microsoft and desktop applications, computer peripherals, operating systems and application softwareExcellent understanding of Microsoft Windows infrastructure (Windows Server and Windows client)Good understanding of Microsoft Active Directory services, system build through SCCM/Image/WDSExcellent knowledge of Microsoft Office products including O365, Teams, SharepointFamiliarity with network architecture, LAN network protocols and client‑server business applicationsFamiliarity with Citrix and remote desktop or any VDI platformFamiliarity with Distributed File SharingGood understanding of ITIL framework or any other service management frameworkExcellent understanding of IT service management tools and ticketing systemKnowledge of using remote access tools for remote troubleshootingAbility to systematically troubleshoot complex problems and resolve them or elevate to the right teamQualificationsBachelor or Diploma Degree in an IT related field or equivalent hands‑on experienceITIL v3/v4 Foundation CertificationCertificate in Windows 10/11 Tro