Website:
tssconsult.com
Job details:
Company Description
TSSConsult is a UAE-based cybersecurity and managed IT services consultancy serving startups and SMBs across the UAE and GCC. We are launching a new managed IT service line - Managed End-User IT & Access Services (MEITAS), and are hiring our support team to be the operational backbone of this service.
You will be the primary helpdesk presence for our clients, working directly with TSSConsult's UAE-based team. As we grow, so does this role.
What You Will Do
- Own the helpdesk queue during UAE business hours - triage, prioritise, and resolve L1/L2 tickets independently
- Provide remote desktop support for Windows 10/11, Mac endpoints, Mobile devices (Apple / Android), and Microsoft 365, Google suite environments,
- Handle user provisioning and deprovisioning in Microsoft Entra ID (Azure AD) and Microsoft 365
- Enrol and manage devices using Mobile Device Management (MDM) tools - primarily Microsoft Intune
- Perform and monitor automated patch management for OS and critical applications
- Escalate P1 and P2 incidents to the UAE delivery lead immediately per escalation protocol
- Document resolved tickets as knowledge base articles to build self-service capability
- Participate in a 15-minute async daily stand-up via Teams (tickets open, resolved, blockers)
- Maintain the asset register and update device/user records in the ITSM platform (Zoho Desk / Other platforms)
- Other Helpdesk activities
What We Are Looking For
- 2–4 years in an IT helpdesk, service desk, or desktop support role
- Hands-on experience with Microsoft 365 administration (Exchange, Teams, SharePoint, OneDrive), Google Workspace.
- Working knowledge of Microsoft Entra ID / Azure AD - user management, groups, conditional access basics
- Experience with remote support tools (AnyDesk, TeamViewer, or RMM-based remote desktop)
- Familiarity with MDM concepts; Microsoft Intune experience is a strong advantage
- Experience using a ticketing system (Zoho Desk, ManageEngone, Freshservice, or similar)
- Ability to work remotely and manage tasks independently
- Relevant certifications like CompTIA A+, ITIL, or equivalent are a plus
Skills & Attributes
- Strong spoken and written English - all client-facing communication is in English; Language quality is non-negotiable
- Ticket-driven work ethic - comfortable managing a solo queue, self-directing throughout the shift
- Calm and methodical under pressure - P1 incidents require clear thinking, not just speed
- Reliable and punctual - UAE business hours must be honoured consistently; this is a client-facing SLA environment
- Proactive documentation habit - you improve the knowledge base as you resolve tickets, not as a separate task
Nice to Have
- CompTIA A+, Network+, or Microsoft certifications (MS-900, MD-102)
- Experience supporting a SaaS-heavy environment (Google Workspace, Salesforce, Slack)
- Prior experience working with clients in the UAE or GCC is a plus
- Good understanding of information security principles (MFA, endpoint security, phishing awareness)
Working Arrangements Detail
Work days
Monday - Friday (UAE working week)
Hours
8:00 AM–6:00 PM UAE time (GST, UTC+4) - equivalent to 9:30 AM–7:30 PM IST
Holidays
UAE public holiday calendar (approx. 14–15 days/year). Indian public holidays are not observed. A list of UAE public holidays will be provided at onboarding.
Work location
Fully remote from India
Employment
Via Employer of Record (EOR) - you are contracted by the EOR provider in India.
Equipment
TSSConsult will provide access to required software tools; you must have a reliable laptop and internet connection
Communication
MS Teams for internal comms; Zoho Desk for ticketing; MS Teams for escalation calls
Why This Role
- Work with a focused, senior team - no large corporate bureaucracy
- Gain hands-on exposure to cybersecurity-integrated IT operations - a skillset in high demand across the GCC
- Founding team member of a new service line - your processes and documentation become the playbook
- Clear growth path: as the client base grows, so does the team and your scope
- Fully remote with structured async communication - no commute, no micromanagement
- Bi-annual trainings, access to paid training platforms & certifications
How to Apply
Send your CV and a short note (4-5 sentences)
In your note, tell us: your current helpdesk experience, your Microsoft 365 / Entra ID exposure, and why you want to work UAE hours from India.
If shortlisted, we will have a video based discussion.
Applications without a cover note will not be reviewed.
Click on Apply to know more.