IT Field Support Engineer

Role overview

HCLTech is seeking a seasoned IT Field Support Engineer to deliver hands-on, on-site technology support for client environments across the UAE. This position focuses on keeping IT infrastructure running smoothly through installation, configuration, troubleshooting, maintenance, and service delivery aligned to agreed SLAs and quality expectations.

The role works closely with internal teams, vendors, and client stakeholders to resolve issues quickly, support deployments, and maintain reliable day-to-day operations in a fast-paced, customer-facing setting.

Key responsibilities

• Set up, configure, and maintain end-user and infrastructure equipment such as desktops, laptops, printers, and network devices.
• Deliver on-location support for hardware, software, and network incidents.
• Investigate problems, identify root causes, and escalate more complex cases when necessary.
• Log, monitor, and manage incidents and service requests using ticketing systems such as ServiceNow or comparable tools.
• Carry out upgrades, patching, and routine maintenance while limiting disruption to business operations.
• Assist with project rollouts, including commissioning and deployment activities at customer sites.
• Coordinate with internal teams and external vendors to speed up issue resolution and service completion.
• Work within SLA timelines and uphold customer satisfaction and service quality standards.
• Document completed work, solutions applied, and asset records accurately.
• Guide end users on the use of systems and business applications.
• Follow company policies, security requirements, and ITIL-aligned practices.

Technical qualifications and experience

The ideal candidate should have strong practical experience in IT support, desktop support, and field services. Hands-on knowledge of Windows operating systems, Microsoft 365, basic networking concepts such as LAN/WAN, and Active Directory is required. Experience using ServiceNow or a similar ticketing platform is also expected.

Exposure to CCTV and access control systems is needed, along with solid troubleshooting ability across both hardware and software environments. A good working understanding of ITIL processes, including Incident, Problem, and Change Management, is important.

Education and certifications

A bachelor’s degree in Information Technology, Computer Science, or a related discipline is required. Professional certifications from Microsoft, Cisco, or CompTIA are preferred.

Additional requirements

• 5 to 8 years of relevant IT field support experience in the UAE.
• A valid UAE driving license is mandatory.
• Willingness to travel between client locations is required.
• Ability to perform physical field duties across multiple sites.
• Comfortable working in a dynamic, project-led, and client-facing environment.

Soft skills

• Strong communication and customer service orientation.
• Ability to work independently as well as collaboratively.
• High ownership, accountability, and a proactive problem-solving approach.