Overview
IT Support Engineer Jobs in Dubai at BITS SECURE IT INFRASTRUCTURE LLC
Company Overview
Bits Secure IT Infrastructure LLC is a system integrator and managed IT services provider operating in Dubai and Abu Dhabi, with an office in Muscat, Oman. We deliver end-to-end IT infrastructure solutions including structured cabling, networking, cybersecurity, servers, storage, cloud, unified communications, ELV systems, and managed support services.
About the Role
We are seeking a proactive and customer-focused IT Support Engineer to join our team, responsible for delivering AMC (Annual Maintenance Contract) support, preventive maintenance, and project implementation assistance to our customers across the UAE.
Key Responsibilities
AMC Customer Support
- Provide remote and on-site technical support to AMC customers, troubleshooting desktops, laptops, printers, servers, networks, Wi-Fi, firewalls, Microsoft 365, and other IT systems.
- Attend incidents and service requests within agreed response and resolution times, taking full ownership of assigned tickets from acknowledgement through resolution and closure.
- Provide regular updates to customers and internal teams throughout the ticket lifecycle, escalating complex issues to senior engineers, vendors, or the Technical Head with complete diagnostic information.
- Coordinate with internet service providers and third-party vendors when required, while maintaining professional conduct and customer-service standards at all customer locations.
Preventive Maintenance (PPM)
- Conduct scheduled preventive-maintenance visits, checking the health and performance of servers, storage, backups, network devices, firewalls, wireless access points, UPS systems, and endpoints.
- Verify antivirus, endpoint protection, OS updates, patches, backup status, event logs, hardware alerts, and storage utilisation, and inspect server rooms, racks, cabling, labelling, and equipment condition.
- Identify technical risks, recommend corrective actions before service failure, and prepare and submit complete PPM reports after every visit.
Project Implementation Support
- Assist project teams with installation and configuration of IT infrastructure, including desktops, laptops, servers, switches, firewalls, wireless access points, printers, and peripherals.
- Support device staging, rack installation, patching, labelling, testing, commissioning, and snag closure, following approved project designs, scope of work, and change instructions.
- Record serial numbers, IP addresses, configurations, licences, and installation details, providing post-implementation support during the stabilization period and completing documentation before transferring to AMC support.
Ticket and SLA Management
- Record every incident, request, activity, and site visit in the company helpdesk/ERP system, documenting the problem, diagnosis, action taken, parts used, time spent, and resolution.
- Work according to customer-specific SLA priorities and escalation procedures, informing the reporting manager in advance of any SLA breach risk.
- Obtain customer confirmation before ticket closure, identify recurring incidents for root-cause analysis, and submit daily/weekly ticket and service updates as required.
Documentation and Coordination
- Maintain customer asset inventories, configuration records, network diagrams, rack layouts, IP-address lists, and configuration backups.
- Prepare service reports, incident reports, PPM reports, and technical handover documents, documenting recurring solutions in the internal knowledge base.
- Handle customer information, credentials, and configurations securely and confidentially, coordinating with project managers, support coordinators, senior engineers, vendors, and customers, and reporting improvement or sales opportunities internally without making commercial commitments to customers.
Required Qualifications & Experience
- Bachelor’s degree or diploma in Information Technology, Computer Science, Electronics, or a related discipline.
- 4+ years of hands-on experience in IT support, field support, infrastructure support, or AMC customer support, ideally with a system integrator, managed-service provider, or IT AMC company.
- Working knowledge of Windows desktop and server operating systems, Active Directory, Microsoft 365, user administration, and permissions.
- Basic knowledge of LAN/WAN, TCP/IP, DNS, DHCP, VLANs, switches, routers, Wi-Fi, VPNs, and firewalls.
- Experience supporting desktops, laptops, printers, servers, backups, antivirus, endpoint protection, and peripheral devices.
- Ability to troubleshoot issues systematically and work independently at customer sites.
- Good written and spoken English, including the ability to prepare professional service reports.
- A valid UAE driving license is strongly preferred.
Preferred Certifications
CompTIA A+ or Network+, Microsoft certification, CCNA or equivalent, Fortinet, Sophos, Aruba, ITIL Foundation, or other relevant vendor certifications will be considered an advantage.
Core Competencies
Technical troubleshooting and problem solving; customer-service orientation; ticket ownership and SLA discipline; clear documentation and reporting; time management and prioritisation; teamwork and willingness to learn.
Working Conditions
- Regular travel to customer sites across the UAE.
- Support outside normal business hours may be required for critical incidents or planned maintenance.
- Participation in an on-call or standby schedule may be required.
- The role involves site work, server-room and rack access, and handling IT equipment.
Pay: AED3,000.00 – AED5,000.00 per month
Application Question(s):
- How many years of experience do you have in IT support, field support, infrastructure support, or AMC customer support?
- Have you previously worked with a system integrator, managed-service provider, or IT AMC company?
- Do you have hands-on experience with Windows desktop and server operating systems, Active Directory, and Microsoft 365 administration?
- Do you have working knowledge of networking concepts such as LAN/WAN, TCP/IP, DNS, DHCP, VLANs, switches, routers, Wi-Fi, VPNs, and firewalls?
- Do you have experience supporting servers, backups, antivirus, and endpoint protection systems?
- Do you hold a valid UAE driving license?
- What is your notice period / earliest available start date?
- What is your current and expected monthly salary (AED)?
Work Location: In person
Title: IT Support Engineer
Company: BITS SECURE IT INFRASTRUCTURE LLC
Location: Dubai
