- 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. • Minimum 5 years of professional end-user computing, desktop support or service support experience. • Strong hands-on experience with Windows endpoints, Microsoft 365, hardware troubleshooting, printers and common enterprise applications. • Working knowledge of Active Directory/Entra ID, endpoint management, Intune/MDM and ITSM ticketing tools. • ITIL 4 Foundation, CompTIA A+/Network+ or Microsoft Endpoint certification preferred. • Professional customer-service skills, clear ticket documentation and the ability to work independently onsite. • Arabic and English communication skills are strongly preferred for user-facing support. Preferred Profile • Previous experience providing onsite support within UAE government entities. • Working knowledge of TDRA-related access, connectivity or government technology-support processes. • Experience supporting users across multiple offices and coordinating priority incidents. Expected Contribution • Tickets are accurately recorded, prioritised, owned and resolved or escalated against the confirmed SLA. • Users receive professional, consistent support across all assigned locations. • Asset, endpoint and resolution records remain accurate and auditable. • Recurring issues and knowledge gaps are documented and reduced over time.