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Al Rostamani Group

IT Support, Helpdesk Engineer

Al Rostamani Group

IT Support & Helpdesk Engineer providing first line support at Al Rostamani Group. Handling incidents and requests while backing up 2nd line support engineers in Dubai.

Posted 7/25/2026full-timeDubai • 🇦🇪 United Arab EmiratesJuniorMid-LevelWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong technical support capabilities with a focus on hardware and software troubleshooting, ticket management, and effective communication with end-users. Proficient in IT infrastructure and committed to delivering high-quality service in compliance with organizational policies.

Highest-signal resume keywords
Technical Support ExperienceHardware TroubleshootingActive DirectoryMicrosoft ExchangeService Desk Plus

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Technical SupportTroubleshootingIncident ManagementService Request ManagementHardware ConfigurationSoftware InstallationIT Infrastructure KnowledgeTicket LoggingProblem RecognitionWorkaround Provisioning
Soft Skills
Excellent CommunicationPositive AttitudeProactive ApproachTeam PlayerCommitment
Tools & Technologies
Service Desk PlusSANADIT Help Desk Software
Certifications & Qualifications
Bachelor DegreeCertification in Related Field
Industry Keywords
IT SupportEnd-User SupportIncident ResolutionService DeliveryEscalation Management

About the role

Key responsibilities & impact
  • Be the end-user’s first point of contact with IT Help Desk (SANAD)
  • Provide first line support for minor incidents/requests
  • Backup for 2nd line IT Support Engineers and Senior Management support
  • Update and assign tickets received through SANAD
  • Log tickets, both incidents and service requests, reported by end-users
  • Assign tickets to appropriate Teams and Engineers
  • Minimize impact of incidents on operations through escalations and reporting
  • First point of contact; provide information requested by end-users regarding IT services
  • Provide first level resolution of tickets
  • Recognize and identify possible Problems and escalate to the appropriate team
  • Support ARG & GIT Projects / Demands delivery
  • Comply with GIT policies and procedures

Requirements

What you’ll need
  • Bachelor Degree in any discipline, with certification in related field
  • 2 - 5 year experience with Technical support (onsite and remote)
  • Solid experience with Hardware (Laptops, Desktops, Printers, Scanners and other peripherals)
  • Good technical knowledge and familiarity with IT Infrastructure
  • Excellent English and communication; able to express thoughts between normal language and technical language
  • Positive and Proactive attitude
  • Team player
  • Committed and Hardworking
  • Competent with troubleshooting and resolving incidents/requests
  • Capable of providing workarounds when resolution is not readily available
  • Hardware / software configurations/installation and troubleshooting
  • Active Directory
  • Microsoft Exchange
  • Service Desk Plus (Manage Engine) Software

Benefits

Comp & perks
  • Meaningful and purposeful work
  • Opportunity to grow and learn
  • Active involvement in the community