IT Support Engineer

Company Description

ES World is an international English language training center with campuses in Dubai and London, welcoming students from around the world. In state-of-the-art facilities, ES World delivers a wide range of short-term and long-term English courses supported by engaging social programs and fully equipped student accommodations. The organization fosters a strong sense of camaraderie and an international atmosphere, attracting over 6,000 students from more than 80 nationalities. ES Camps in Dubai, London, Cape Town, and the USA, draw thousands of junior students annually for high-quality study experiences. ES World is committed to helping learners reach their English goals in a stimulating, supportive environment.

Role Description

The IT Support Engineer will manage and maintain the company's IT infrastructure, servers, network, identity and cloud systems, ensuring smooth daily operations for all users. The engineer will handle escalated issues and supervise day-to-day helpdesk work, and guide the IT Helpdesk Technician on technical tasks.

Key responsibilities

• Systems administration: Maintain Windows Server, Active Directory, DNS, DHCP, Group Policies, file servers, user accounts and permissions; monitor performance, storage, updates and patches.
• Backup and recovery: Manage local and cloud backups for servers and Microsoft 365, monitor backup jobs, test restores and administer OneDrive synchronisation, sharing and file recovery.
• Hardware and software: Install and configure servers, computers, printers, peripherals and network devices; deploy applications, updates and standard device builds using tools such as Intune, Autopilot or SCCM; coordinate upgrades with minimal disruption.
• Networks and security: Maintain LAN/WAN, switches, routers, Wi-Fi and VPNs; administer Fortinet FortiGate policies, NAT, web filtering, IPS, remote access and firmware; manage endpoint protection, access controls and security incidents.
• Cloud and identity: Administer Microsoft Entra ID and Microsoft 365, including users, groups, roles, licences, guest access, MFA, password reset, Conditional Access, hybrid identity synchronisation, device registration/enrolment, enterprise applications and SSO. Monitor sign-in and audit logs and respond to suspicious activity.
• Communications and site technology: Configure and support IP phones/VoIP, including extensions, call routing, voice VLANs and QoS; install and maintain CCTV, recording, storage and remote access; support access control systems and printers.
• Technical support and documentation: Resolve escalated tickets, guide the Helpdesk Technician and maintain asset, licence and warranty records, network diagrams, configurations, policies, procedures and user guides.
• Reporting and financial oversight: Prepare weekly and monthly IT reports, annual budgets and expense forecasts; monitor spending, report variances and identify savings.
• Procurement and vendors: Provide technical specifications, compare quotations, coordinate suppliers and service providers, supervise installations and repairs, verify work before sign-off and manage contract, licence, domain and warranty renewals.

Requirements to apply

• Bachelor’s degree or diploma in IT, Computer Science or a related field.
• 5–7 years’ experience in IT support or systems administration; UAE experience preferred.
• Strong networking knowledge, including TCP/IP, VLANs, VPNs and firewalls, with advanced hardware, software and network troubleshooting skills.
• Practical experience with Windows Server, Active Directory, Microsoft Entra ID, Microsoft 365 and Fortinet FortiGate.
• Experience managing local and cloud backups, OneDrive, hardware/software deployment, IP phones and CCTV.
• Experience in IT reporting, budgeting, forecasting, cost control, procurement and vendor coordination.
• Good English communication, problem-solving and teamwork skills, with the ability to work under pressure.
• CCNA, MCSE, Microsoft Azure or Microsoft 365 certifications preferred.
• A valid UAE driving licence and personal car are an advantage.

Salary: AED6,500 per month

Benefits: UAE employment visa, medical insurance and annual leave in line with UAE Labour Law.