IT Support / Service Desk Specialist

BlackStone eIT
Abu Dhabi
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 2+ yearsEducation: bachelorsSkills: ["Communication","Documentation","Troubleshooting"]

Provide first-line L1 technical support to end users via remote and onsite channels, handling service requests and incidents through an ITSM/ticketing system. Troubleshoot desktops/laptops, printers, mobile devices, Windows/macOS, and Microsoft Office and business applications. Support networking basics (TCP/IP, DNS, DHCP), access/authentication issues, onboarding, and IT asset tracking. Escalate complex problems with clear documentation and maintain SLA-compliant ticket updates.

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FursaFursa
BlackStone eIT
BlackStone eIT
1 week ago

IT Support / Service Desk Specialist

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Last checked: 8 hours agoStatus: Live

Job Summary

Provide first-line L1 technical support to end users via remote and onsite channels, handling service requests and incidents through an ITSM/ticketing system. Troubleshoot desktops/laptops, printers, mobile devices, Windows/macOS, and Microsoft Office and business applications. Support networking basics (TCP/IP, DNS, DHCP), access/authentication issues, onboarding, and IT asset tracking. Escalate complex problems with clear documentation and maintain SLA-compliant ticket updates.
Location: Abu Dhabi
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Provide L1 IT support to end users via remote and onsite channels.
  • •Log, classify, prioritize, resolve incidents and service requests using an ITSM/ticketing system while following workflows and escalation procedures.
  • •Support and troubleshoot desktops/laptops, printers, mobile devices, Windows/macOS, and Microsoft Office and standard business applications.
  • •Troubleshoot networking basics (TCP/IP, DNS, DHCP) and handle password resets, access requests, authentication, and account-related issues.
  • •Maintain IT asset records, support onboarding for new employees, document solutions/FAQs, and escalate complex issues to L2/L3 with troubleshooting documentation while ensuring SLA compliance.

Key Requirements

  • •Diploma or Bachelor’s degree in IT, Computer Science, or related field.
  • •2+ years of hands-on IT Support / Service Desk experience (preferably 3–5+ years).
  • •Strong experience supporting Windows/macOS and end-user devices with hardware/software troubleshooting skills.
  • •Experience with ITSM/ticketing systems (preferably ManageEngine) and incident/service request management.
  • •Basic networking knowledge (TCP/IP, DNS, DHCP) and strong communication in Arabic and English.
Experience:2+ years
Education:Bachelor's in IT, Computer Science, or a related field
Skills:CommunicationDocumentationTroubleshooting
Certifications:CompTIA A+Microsoft MCPITIL Foundation
Languages:ArabicEnglish
Tech Stack:WindowsMacOSMicrosoft OfficeMicrosoft Office and standard business applicationsITSMTicketing systemsManageEngineTCP/IPDNSDHCPKnowledge baseRemote support

Company Brief

BlackStone eIT
Provides IT consulting and managed services including cloud migration, cybersecurity, and infrastructure support for small and medium-sized businesses, focusing on customized enterprise IT solutions to improve reliability and operational efficiency.
Industry: Consulting
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