Technical Support Engineer

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Senior Technical Support Engineer – Hamdan Bin Mohammed Smart University

Job Purpose

The Senior Technical Support Engineer will provide reliable technical assistance to learners, staff, and faculty while also supporting the administration of servers and applications. The role will additionally deliver technical training when required and contribute to maintaining the university’s IT infrastructure and end-user systems.

Key Responsibilities

• Provide first-line technical assistance to learners, employees, and faculty members either in person or remotely using appropriate support and communication tools.

• Log, monitor, follow up, and close technical support tickets accurately and within appropriate timelines.

• Provide IT support for internal and external events organized by the university, including gathering requirements, preparing systems, testing, and providing on-site or remote technical support.

• Administer departmental servers and applications such as Active Directory, antivirus systems, backup solutions, print servers, and similar platforms.

• Maintain an accurate and up-to-date inventory of hardware and software assets.

• Regularly inspect, monitor, and maintain audio-visual equipment and systems, including checking system health and carrying out corrective measures when necessary.

• Deliver technical training sessions to users whenever required.

• Provide hardware and software support for desktop computers, printers, scanners, and other end-user devices.

• Conduct end-user testing of applications and IT systems when required to identify software defects, inconsistencies, or other issues.

• Participate in special IT projects by collaborating with team members, identifying and addressing business requirements, completing assigned deliverables, contributing to project objectives, and maintaining appropriate documentation.

• Report suspected security threats, information security incidents, and unusual user activity to the line manager.

• Follow applicable information security requirements, internal policies, procedures, and local health and safety laws and regulations.

• Perform any additional duties assigned by the line manager.

Qualifications and Experience

• 0–2 years of relevant experience in a similar technical support role.

• Bachelor’s degree in Computer Engineering, Computer Science, Information Technology, or a related discipline from an accredited university.

• ITIL V3 certification.

• Additional certifications such as Microsoft, Cisco, Apple, or similar credentials will be an advantage.

Knowledge, Skills and Abilities

• Good understanding of Microsoft Windows, Mac operating systems, and general desktop support.

• Experience supporting end-user equipment such as printers and scanners.

• Knowledge of audio-visual equipment including projectors, mixers, and related systems.

• Understanding of DNS, TCP/IP, and fundamental networking concepts.

• Strong customer service and user support skills.

• Good time management and project coordination abilities.

• Strong analytical thinking and problem-solving skills.

• Effective interpersonal, communication, and other workplace skills.

• Ability to remain effective under pressure and work comfortably within a culturally diverse environment.

• Excellent English communication skills, both written and spoken. Arabic language skills will be an advantage.

Job Details

Job Category: Information Technology Technician
Employer: Hamdan Bin Mohammed Smart University
Nationality: UAE Nationals Only
Salary: AED 20,001–30,000 per month
Employment Type: Full Time

APPLICATION

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