Field Tech (Emirati Talent) Abu Dhabi UAE Full-time NEW

IT support in a healthcare environment carries stakes that most corporate support roles never encounter — downtime affects clinical workflows, diagnostic systems, and ultimately patient care. This onsite IT support role within M42’s IT Operations function places you across multiple UAE facilities including the National Reference Laboratory network, maintaining the end-user technology infrastructure that keeps clinical and administrative operations running without interruption. You are the first point of contact for hardware, software, network, and peripheral issues across a fast-paced, multi-site environment where resolution speed and accuracy matter equally. If your background spans three to five years of hands-on field support in a complex, multi-location organisation, this role is built around that experience.

Key Responsibilities

• Provide onsite technical support across multiple M42 and NRL facilities for end-user devices including desktops, laptops, workstations, printers, scanners, telephones, and mobile devices.
• Diagnose and resolve hardware, software, network, and peripheral issues efficiently. Apply structured troubleshooting methodology to minimise downtime across clinical and administrative environments.
• Install, configure, test, and maintain end-user devices and related software. Ensure all setups meet M42 IT standards and security policy requirements before handover to users.
• Support Microsoft 365, Outlook, Active Directory, Windows OS, Mac OS, and Citrix environments. Handle user account management, access requests, and application configuration as required.
• Log, track, and resolve all incidents and service requests through ITSM ticketing tools such as ServiceNow, JIRA, or ManageEngine. Meet SLA targets consistently and keep ticket documentation accurate and complete.
• Maintain accurate asset inventory records and manage stockroom equipment. Keep service documentation current across all supported sites.
• Collaborate with L2 and L3 support teams, vendors, and project teams on complex escalations. Follow escalation protocols clearly and communicate resolution progress to affected users throughout.
• Ensure compliance with IT security policies, operational standards, and SLA requirements across all support activities and site visits.

Requirements & Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or an equivalent qualification from a recognised institution.
• Minimum 3–5 years of hands-on IT support or field support experience in a complex, multi-site environment. Healthcare or laboratory IT experience is a strong advantage.
• Strong troubleshooting skills across Windows OS, Mac OS, Microsoft 365, Outlook, and Active Directory. Ability to resolve issues independently without requiring L2 escalation for standard end-user problems.
• Practical experience with ITSM and ticketing tools such as ServiceNow, JIRA, or ManageEngine, including incident logging, tracking, and SLA management.
• Good working knowledge of networking fundamentals including Wi-Fi setup, structured cabling, IP configuration, and hardware connectivity troubleshooting.
• Experience supporting Citrix virtual desktop environments is an advantage.
• Strong communication and interpersonal skills. You explain technical issues clearly to non-technical users across clinical and administrative roles without jargon.
• Ability to manage multiple concurrent support requests across different locations, prioritise effectively, and maintain composure in a fast-paced healthcare setting.

What You’ll Gain

• A multi-site support role within M42’s UAE operations, giving you exposure to healthcare IT infrastructure — including laboratory information systems, clinical workstations, and regulated network environments — that builds specialised field support experience beyond standard corporate IT.
• Institutional backing from a global healthcare group operating across more than 480 facilities in 27 countries, with the governance frameworks, vendor relationships, and technology standards that come with operating at that scale.
• A competitive, tax-free salary benchmarked at AED 7,000–12,000/month, with the final figure reflecting field support experience, technical certifications, and complexity of prior environment.
• Access to L2 and L3 collaboration, vendor engagement, and project team involvement that creates a clear development pathway toward senior IT support, systems administration, or healthcare IT specialisation roles within M42.