IT Service Desk Engineer

Job Details

Job Position – IT Service Desk Engineer

Company Name – White Hats

Location: UAE

Work Mode: Onsite
Experience: 3–5 Years
Employment Type: Full-Time

About the Role
White Hats is looking for an experienced IT Service Desk Engineer to provide L1/L2 technical support, troubleshoot IT issues, manage service requests, and ensure timely resolution in line with SLA requirements.

Key Responsibilities
– Provide L1/L2 technical support to end users.
– Log, monitor, prioritize, and resolve IT incidents and service requests.
– Troubleshoot Windows, macOS, Microsoft 365, hardware, software, and basic networking issues.
– Manage and update tickets using ITSM/ticketing tools.
– Maintain accurate documentation of troubleshooting steps and resolutions.
– Ensure timely resolution of tickets within SLA.
– Escalate complex issues to L2/L3 teams or vendors when required.
– Coordinate with onsite engineers and internal technical teams.
– Deliver professional, customer-focused technical support.

Requirements
– 3–5 years of hands-on experience in IT Service Desk / Helpdesk / Frontline IT Support.
– Strong knowledge of Microsoft 365, Windows/macOS, networking, and endpoint support.
– Hands-on experience with ITSM/ticketing tools such as ServiceNow, Freshservice, Zendesk, or similar.
– Good understanding of Incident Management and SLA processes.
– Strong troubleshooting and problem-solving skills.
– Excellent English communication skills.
– Strong customer service and interpersonal skills.
– MSP / Managed IT Services experience is preferred.
– ITIL certification is an advantage.
– Candidates currently based in the UAE are preferred.

Email: aswathy.jyothish@whitehats.com
Please mention “IT Service Desk Engineer – UAE” in the subject line.

Tagged as: IT Jobs, Jobs In UAE, Linkedin Jobs