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IT Support Engineer

Business Unit:  Security Services
Career Area:  International

Dubai, UAE, AE

Position/Employment type:

IT Support Engineer / Employee

Organization/Reporting line:

GardaWorld International Protective Services/Senior Manager IT

Place of work/Travel:

Dubai, as well as globally to our management offices, and other locations where the company has operations or where clients may be located, which will include hostile environments.

Contact and Cooperation:

Internally: Company-wide.

Externally:  Third-party vendors

Job Outline:

The IT Service Engineer will be responsible for providing general IT support and services to staff working in the Dubai office and other areas where the company has operations, ensuring that all systems are operating at optimal levels. The incumbent will be required to provide help desk support mostly for Windows users in a Local Area Network (LAN) environment. The position will provide remote support during ‘out of hours’ periods and at weekends and will also provide proactive service and ongoing maintenance and monitoring of systems in accordance with company’s policies and procedures.


Main responsibilities are as follows;

•             Day to day administration of the IT equipment ensuring optimal configuration and operation.

•             Egnyte and cloud support

•             Maintain the backup policy for all data that is locally backed up as well as the offsite backups.

•             Assist with the maintenance of the Firewalls and other networking equipment.

•             Troubleshooting any Internet problems and liaisons with providers.

•             Assist with planning IT requirements for current and possible new projects.

•             Upgrade/repair aging systems.

•             Help with documentation of IT processes.

•             Documentation of actions and findings

•             Desktop and MS Office support.

•             Peripherals management and troubleshooting.

•             Local Area Network maintenance and troubleshooting.

•             Administer the phone system.

•             Help end users with their IT related phone problems, email activations, troubleshooting

•             Ensure near 100% uptime of all the office computers and peripherals.

•             Ensure timely appropriate Windows updates.

•             Ensure disk space and memory never reaches 90% capacity.

•             Ensure all computers are adequately patched, have AV installed and are receiving updates from the endpoint server.

•             Ensure adequate in-country spares to support current projects and stand up new projects.

•             Prepare new IT equipment for new deployments – including obtaining quotes from local vendors.

•             Salesforce administration and support

•             MS Great Plains support


•             Must be able to diagnose and resolve problems quickly and efficiently.

•             Excellent communication skills for working with end users throughout process of troubleshooting

•             Able to escalate problems when appropriate

•             Be able to work under pressure and to meet appropriate deadlines

•             Must be a team player, motivated and driven

•             A fast learner with the ability to follow processes and procedures

•             Ability to prioritize and manage several open cases at the same time.

•             Demonstrable end user technical support experience

•             A passion for IT and technology


The IT Service Engineer is accountable to the Senior Manager, IT for their responsibilities stated in this job description. These responsibilities will be monitored and managed through the mid-year and annual performance review and supported through the monitoring of their KPIs.


Please refer to GardaWorld Authority Matrix


•             Minimum 4-6 years’ experience working in a medium to large size business

•             Working knowledge of all versions of Microsoft Windows operating systems and Apple OS

•             Working knowledge of all versions of Microsoft Office

•             Office 365 experience

•             Egnyte experience a plus

•             Adobe and other apps experience a plus

•             Working knowledge of peripherals configuration and troubleshooting, mainly printers/copiers/scanners

•             Working knowledge of LAN and WLAN technology, wired and wireless

•             Certifications are a plus, but not required

•             Knowledge of Microsoft server technology a plus

•             Understanding of networking technologies

•             Salesforce administration & Supportexperience required

•             MS Great Plains experience a plus

•             2+ years Salesforce programming experience

GardaWorld: Make the world a safer place

GardaWorld is a global leader in the security industry, offering a wealth of opportunity to individuals looking to gain experience and develop professionally in a growing industry. We offer flexible schedules, diverse work assignments spanning multiple industries, and training and career advancement opportunities. We embrace diversity and welcome newcomers, women, students, retirees, reservists, veterans, and more to join our team, as we are proud to be an equal opportunity employer.

We thank all candidates for their interest; however, we will communicate only with the selected candidates.

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