IT Service Engineer (UAEN)

Role Overview

We are looking for a IT Service Engineer (UAEN) professional to lead and enhance our IT service delivery operations at our Dubai office. You will act as the primary IT representative in Dubai, overseeing end-user support, managing service processes, coordinating with global IT teams, and ensuring smooth and secure IT operations for users. This role requires a balance of strategic IT service management and hands-on leadership, focusing on service quality, operational efficiency, and alignment with business goals.

Key Responsibilities

• Serve as the primary IT contact for the Dubai office, coordinating with business departments,

global IT, and external vendors.

• Lead local IT service operations, ensuring SLA compliance, high service availability, and

excellent end-user experience.

• Administer and monitor Microsoft 365 (Exchange, SharePoint, MS Teams) and other

enterprise SaaS tools like Jira, Confluence and GitHub

• Manage endpoint protection and antivirus solutions to maintain compliance with security

standards.

• Oversee the helpdesk and incident management process, ensuring timely and effective

resolution of issues.

• Manage IT assets and device lifecycle (MacBooks, iPhones), leveraging Mosyle/Intune MDM

solution for device management.

• Ensure consistent application of ITSM best practices (Incident, Request, Change, and Problem

Management).

• Collaborate with the global IT team to implement security, compliance, and automation

initiatives.

• Maintain IT documentation, service reports, and knowledge base articles.

• Support IT audits, risk assessments, and business continuity planning.

Requirements

• 5+ years of experience in IT operations or service delivery, with at least 2 years in a senior or

ITSM-focused role.

• Proven experience with ITSM frameworks such as ITIL v4, and practical experience managing

IT processes (Incident, Change, Asset, etc.).

• Strong understanding of macOS and iOS environments, and device management through

Mosyle or similar MDM solutions.

• Hands-on experience with Microsoft 365 administration (Azure AD, Exchange Online,

SharePoint).

• Experience managing endpoint protection and antivirus tools (e.g., Kaspersky, Defender for

Endpoint).• Excellent communication, stakeholder management, and problem-solving skills.

• Demonstrated ability to lead initiatives, influence decisions, and work in a fast-paced, global

environment.

• Fluent in English; additional languages are a plus.

Nice to Have

• ITIL v4 Foundation / Intermediate certification or equivalent.

• Experience with Jira Service Management or other ITSM platforms.

• Knowledge of scripting or automation tools (Python, PowerShell, Bash).

• Experience in vendor and contract management.

• Familiarity with security and compliance frameworks (ISO 27001, SOC2).