Information Technology

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Industry                      Oil and Gas

Position Title             Support Engineer

Direct Supervisor         Manager, IT Infrastructure

Department                 Information Technology

Job Location                Sharjah


Job Summary and Scope of Responsibilities


  • Primary responsibility will be to handle support calls from employees of Company and/or its various affiliate companies.
  • This includes hardware (laptops, desktops, smartphones, printers, etc.) and software (Operating System, Applications including but not limited to MS Office Suite, Mobile Apps, etc.) support.
  • Support Calls will be handled by phone, in person or remotely. All Support calls will have to be logged into the IT ticketing system and closed in a timely manner as per predefined SLAs.
  • Will provide Level 2/3 IT support to all users.
  • Will work closely with the Senior Systems Engineers and provide administrative support on servers such as SharePoint, File servers, etc. when required.
  • Will handle the installation and configuration of servers and server applications in conjunction with the Senior Systems Engineers when required.
  • Reports to the Manager, IT Infrastructure.

Primary Duties and Responsibilities


  • Respond to requests for technical assistance from users within the organization in person, via phone or remotely.
  • Diagnose and resolve technical hardware and software issues.
  • Identify and escalate situations as required.
  • Perform routine hardware and software installations on desktops, laptops and/or smartphones.
  • Troubleshoot Email related issues on client devices.
  • Provide Level 2/3 IT support for all users.
  • Provide prompt and quick service to users.
  • Provide orientation on IT products and technologies in use in the organization to new staff.
  • Provide Support and assistant to System Engineers and IT Managers when required in setting up or troubleshooting servers and/or server applications.

Reporting and Working Relationships

  • Reports to the Manager, IT Infrastructure.
  • Liaises and coordinates with the Senior Systems Engineers to resolve issues/problems facing users.
  • Liaises with external suppliers to secure IT products and services.
  • Exhibits and maintains an excellent relationship with all

Continuous Improvement of Position

  • Ensure that for every issue that is escalated, he/she follows up with the concerned Senior Systems Engineer so that they are informed on how the issue was resolved. He/she should then be able to handle similar issues themselves in future. In this way they will ensure that they are continuously learning and adding to their experience and skillset.
  • Conduct regular research on contemporary IT practices particularly those related to user devices such as laptops, desktops, smartphones, printers, scanners, etc. Recommend subsequent

Decision–making Authority

  • Working and Other Reporting Relationships
  • Senior systems Engineers
  • Manager, IT Infrastructure
  • Director, IT – Frequent/daily
  • Frequent/daily
  • Frequent/daily


  • Minimum Educational, Technical Qualifications/Certifications Required
  • Bachelor’s degree in information technology or equivalent discipline
  • Additional Microsoft certifications such as Microsoft Modern Desktop, Microsoft Office Specialist, A+, etc. will be an advantage.
  • Experience with Microsoft Office365 will be an advantage.

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