Our client is a financial services provider headquartered in the United Arab Emirates, specializing in online trading services, particularly in Forex, with an established operational presence in Matn. The Support Engineer provides high-quality end-user IT and application support, ensuring the effective operation of the IT ServiceDesk, Level 1 cloud support (AWS and Azure), and reliable support for enterprise systems. The role is essential to maintaining service continuity, user satisfaction, and ITIL compliance.
Responsibilities
- Oversee daily IT ServiceDesk operations (ManageEngine, JIRA), ensuring incidents, requests, and changes meet SLA targets.
- Provide Level 1 support for hardware, software, connectivity, and cloud infrastructure (AWS, Azure).
- Configure, manage, and support endpoints using Microsoft Intune and ManageEngine Endpoint Central.
- Troubleshoot issues on Windows, macOS, and mobile devices.
- Support Microsoft 365, Teams, SharePoint, OneDrive, and other collaboration tools.
- Handle user onboarding/offboarding, including device provisioning and access management.
- Provide first-level support for enterprise applications (ERP, CRM, DMS) and escalate complex issues appropriately.
- Monitor application health, system performance, and assist with upgrades, patching, and UAT.
- Manage incidents, perform root cause analysis, and follow ITIL-based change and problem management processes.
- Maintain accurate IT asset inventories and support lifecycle management and audits.
- Assist in maintaining infrastructure, networks, and communication systems; support NOC monitoring.
- Prepare performance reports and maintain documentation for incidents, changes, and knowledge articles.
- Ensure compliance with internal IT and cyber-security policies and perform additional duties as required.
Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- Minimum of 5 years of experience in IT support or ServiceDesk operations.
- Proven experience providing Level 1 support in AWS and Azure environments.
- Experience supporting enterprise applications such as ERP, CRM, and Document Management Systems.
- Hands-on experience with Microsoft Intune, ManageEngine tools (ServiceDesk Plus, Endpoint Central, Operations Manager), and JIRA.
- Strong knowledge of Windows, macOS, Microsoft 365, Teams, SharePoint, and OneDrive.
- Familiarity with basic network troubleshooting and IP telephony.
- ITIL Foundation certification (required).
- Microsoft 365 and Modern Desktop–related certifications are preferred.
- Strong analytical, troubleshooting, and problem-solving skills.
- Excellent communication, teamwork, and customer-service orientation.
- High attention to detail, adaptability, and a proactive approach in a fast-paced environment.
Location
- Matn, Lebanon