IT Technical Support Engineer

Job description

Company Description
Established in 1982 as a leading Office Automation Solutions provider for the UAE and the wider region, GCG Enterprise Solutions is a turnkey tech solutions provider offering Print Solutions, IT Services, AV and Digital Transformation Solutions. Partnering with leading technology vendors, GCG creates bespoke solutions and services for key industry sectors.

Job Description
JOB SUMMARY
The IT Technical Support Engineer is responsible for providing first-line onsite technical assistance to end users across the organisation. The role involves troubleshooting hardware, software, and network issues, ensuring minimal downtime and a high standard of IT service delivery. The successful candidate will work under close supervision and is expected to demonstrate a strong willingness to learn and grow within the IT function.
DUTIES & RESPONSIBILITIES

• Provide first-level onsite technical support for hardware, software, printers, and peripherals.

• Log, track, and resolve IT helpdesk tickets in a timely manner in accordance with SLA requirements.

• Set up and configure desktops, laptops, mobile devices, and associated equipment for new and existing users.

• Perform basic troubleshooting of network connectivity issues (LAN, Wi-Fi, VPN).

• Install, update, and maintain operating systems and standard business applications.

• Assist in the management of user accounts, passwords, and access rights via Active Directory.

• Support IT asset tracking and maintain accurate records of hardware inventory.

• Escalate unresolved or complex issues to second-level support or senior engineers as appropriate.

• Assist with onboarding activities including workstation setup and IT orientation for new employees.

• Adhere to IT security policies, data protection guidelines, and company procedures.

• Support basic AV and video conferencing setup for meetings and events.

• Perform any other duties assigned by the IT Manager within the scope of the role.

Qualifications
Minimum
Bachelor's Degree or Diploma in IT, Computer Science, or related field.
Desired
CompTIA A+ or equivalent entry-level IT certification.

Additional Information
Experience

• 3-4 years of experience in IT support or a related technical role.

• Basic understanding of Windows OS, Microsoft 365, and networking fundamentals.

• Good communication skills in English (written and verbal).

• Ability to work onsite full-time and respond to support requests promptly.

• Exposure to ITSM tools (e.g. ServiceNow, Freshdesk, or Zendesk).

• Knowledge of Active Directory and basic network troubleshooting.

• Arabic language skills are an advantage.

• Experience in a corporate or multi-site environment.

ACCOUNTABILITIES

• Responsible for IT asset care and minimising equipment damage or loss.

• Supports cost-effective use of consumables and IT resources.

• N/A – no direct budget authority at entry level.

• First-call resolution rate and helpdesk ticket closure within SLA.

• End-user satisfaction and quality of onsite support.

• Accurate and up-to-date IT asset records and documentation.