Inspire Selection is working with a well-established Abu Dhabi organisation to appoint a Senior IT Helpdesk Engineer as the technical anchor of its IT support function.
The role is hands-on. About two thirds of your time will go on running and improving day-to-day support. The other third will go on leading small IT projects that shape how IT is run. It suits an experienced second- or third-line engineer who wants to bring structure, clear processes and audit-ready discipline to a support function.
Responsibilities:
- Resolving escalated hardware, OS, network, printing, identity and application issues
- Owning the ticket queue end to end, from triage through SLA tracking to closure
- Managing joiner, mover and leaver processes, including privileged access requests via PAM
- Leading projects in IT asset management, meeting room and AV rollouts, and endpoint standardisation
- Supporting the organisation's ERP rollout, including go-live floorwalking and hypercare
- Building the knowledge base, coaching the helpdesk team and producing regular reporting
Qualifications
- 5+ years in IT support, with at least 2 years at second/third line or senior level
- Strong Windows troubleshooting, and comfort with macOS and Linux
- Solid knowledge of ManageEngine, Microsoft Entra ID, Active Directory, Group Policy, DNS and DHCP
- Experience with endpoint management, ticketing systems, IT asset management and meeting room/VC equipment
- Clear communication and a disciplined approach to documentation
It's a bonus if you also have exposure to air-gapped environments, PAM, ERP implementations, PowerShell or Python scripting, or ITIL. Certifications such as CompTIA, Microsoft or vendor AV are also a plus.
The role includes an out-of-hours rota and occasional travel to subsidiary and remote offices.