IT Support Engineer - Managed Services (MSP)

Purple Rock is growing its Managed Services team and we re hiring IT Support Engineers who can start immediately. You ll be the day-to-day technical contact for a portfolio of our MSP clients. That means handling tickets, troubleshooting users, servers and networks, keeping documentation up to date, and fixing problems before clients notice them. Most of your work will be remote through our helpdesk and RMM tools, with regular on-site visits to client offices across the UAE. This role suits someone who is comfortable in both Windows and Mac environments, likes variety, and can explain technical issues to non-technical people in plain language. What you ll do Respond to and resolve support tickets within agreed SLAs Support end users across Windows, macOS, Microsoft 365 and common business apps Manage and maintain Windows servers, backups and basic virtualization Monitor client environments using RMM tools and act on alerts Handle basic networking issues (switches, firewalls, Wi-Fi, VPN) and escalate when needed Document fixes, configurations and client environments clearly Visit client sites for installs, onboarding and hands-on support Employment Type Full-time, Permanent Paid vendor training and certifications Exposure to a wide range of clients and technologies

Desired Candidate Profile

Degree in IT, Computer Science or equivalent Minimum 2 years of IT support experience in the UAE with an MSP Hands-on experience with RMM tools (e.g. NinjaOne, ConnectWise, Datto) Experience working in a ticketing system with SLAs (e.g. Zohodesk, Freshdesk, Zendesk, HaloPSA) Microsoft 365 certification (e.g. MS-900, MD-102 or MS-102) Available to join immediately or within a short notice period Strong hands-on experience supporting Windows and macOS users Working knowledge of Windows Server, virtualization, and backup and disaster recovery Solid troubleshooting skills, with the habit of documenting every fix clearly Confident communicating with clients as their main technical point of contact Comfortable supporting multiple clients and traveling to sites across the UAE