IT Support Engineer/Agent

• Receive, diagnose and resolve incidents and service requests through the approved ITSM platform and support procedures.

• Support laptops, desktops, operating systems, Microsoft 365, printers, peripherals and standard workplace applications. • Provide user-account, access, password and Microsoft 365 support within approved identity and security controls. • Configure, deploy, replace and recover endpoint devices and maintain accurate asset and assignment records. • Support meeting rooms, conferencing equipment and common workplace technology. • Escalate unresolved or specialist issues with complete diagnostics, evidence and user-impact information. • Maintain knowledge articles, resolution notes and recurring-issue records and contribute to first-contact resolution improvement. • Follow security, confidentiality, acceptable-use, access and data-handling requirements at all assigned locations. • Support agreed user onboarding/offboarding and office-move activities. • Work from different offices or emirates when assigned through the agreed operational schedule.