Information Technology Support Engineer- 6 months contract

    Al Ghurair Investments


    The IT Support Engineer is responsible for IT Service desk operations, to provide IT users at Al Ghurair, effective, efficient and professional IT support on information and communication technology (ICT) infrastructure, systems and services, while managing some of the second level system administrative tasks.


    • Operating from the centralized service desk, providing IT support over remote connection and on-site to the users across Al Ghurair.
    • Investigate and resolve 1st / 2nd line support calls including call logging, diagnosis and resolution as appropriate for incident and problem calls as defined by Group IT SOPs.
    • Perform certain system administrative tasks like user account management, software license compliance, etc as delegated by the system administrators to reduce the turn-around time to the end-users.
    • Ensure the consistency and accuracy of IT Assets inventories, following the SOPs.
    • Ensure the consistency of the patching levels on the end-user systems
    • Monitor and track progress of incidents raised from initial report to resolution, ensuring adherence to operating standards and IT Policy/SLA, OLA – escalating to vendors as required.
    • Create and amend necessary support documentation to ensure known errors and troubleshooting guidance is recorded, assisting colleagues in resolution of ICT issues and ensuring a foundation of appropriate technical knowledge is maintained.
    • Communicate regularly with the IT Service delivery lead regarding the current status of operations.


    • Science graduate with at least 2 years IT diploma
    • Technical Competencies:
    1. IT Service Support & delivery,
    2. IT Quality Assurance,
    3. ITIL certificate,
    4. Microsoft certified professional (not older than 2 years),
    5. Experience with data and voice networks and relevant systems and Experience on ITSM tools (preferably BMC)
    • Overall 5+ years of experience in an IT Service desk / helpdesk or end-user computing support environment preferably with a conglomerate or an MNC


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