Desktop Support Engineer
Abu Dhabi, United Arab Emirates
Job Description
JOB TITLE: Technical Specialist End User Support/ Desktop Support Engineer
JOB PURPOSE: To handle customer calls and ensure the smooth operation of desktop computers, laptops, and other related devices, resolving hardware and software issues to maintain productivity.
QUALIFICATION: Bachelors degree with knowledge of IT
CERTIFICATIONS: Mandatory knowledge of Microsoft products and ITIL Processes
EXPERIENCE: 2-3 Years
REPORTING TO: TBD
RESPONSIBILITIES (INCLUDES ALL TASKS):
MANDATORY
The role may involve working outside of regular business hours to support critical systems.
A strong commitment to continuous learning and professional development is essential.
SOFT SKILLS:
MANDATORY
JOB PURPOSE: To handle customer calls and ensure the smooth operation of desktop computers, laptops, and other related devices, resolving hardware and software issues to maintain productivity.
QUALIFICATION: Bachelors degree with knowledge of IT
CERTIFICATIONS: Mandatory knowledge of Microsoft products and ITIL Processes
EXPERIENCE: 2-3 Years
REPORTING TO: TBD
RESPONSIBILITIES (INCLUDES ALL TASKS):
- Excellent communications skills in English & Arabic
- Troubleshoot and resolve issues related to hardware components (e.g., CPU, RAM, storage, peripherals).
- Ask targeted questions to diagnose problems. Guide users with simple, step-by-step instructions.
- Install, configure, and maintain operating systems (Windows, macOS).
- Deploy and support software applications (e.g., productivity suites, antivirus, security tools).
- Provide technical assistance with printers, scanners, and other peripherals.
- Troubleshoot network connectivity issues, including wireless and wired connections.
- Configure network settings and troubleshoot VPN connections.
- User Account Management - Create, modify, and delete user accounts.
- Manage user permissions and access rights.
- Provide remote technical support using tools like TeamViewer or Remote Desktop.
- Visit user workstations to resolve hardware or software issues that cannot be addressed remotely.
- Proactively look at root causes for repeated incidents.
- Track and manage IT assets, including computers, peripherals, and software licenses.
- Create and maintain technical documentation, KBs for troubleshooting procedures and user guides.
- Provide management reports (Statistics, Trend analysis, Corrective Action)
- Perform remote software distribution.
- Improve skills in line with the new technology roll outs in the IT Department
- Gathers user requirements fully, analyzes them and makes recommendations.
- Identifies misuse and misappropriation of IT assets and report violations to IT Management immediately.
- Perform other duties and responsibilities related to the job and as assigned by line Manager.
MANDATORY
- ITIL certification (Foundation level or higher).
- Experience with ticketing systems (e.g., ServiceNow, HPSM, Manage Engine, Ivanti).
- Experience with remote support tools (e.g., TeamViewer, Remote Desktop).
- Familiarity with cloud platforms (e.g., AWS, Azure, Google Cloud).
- Experience with Active Directory, Exchange, and Office 365.
The role may involve working outside of regular business hours to support critical systems.
A strong commitment to continuous learning and professional development is essential.
SOFT SKILLS:
MANDATORY
- Ability to explain technical concepts in a clear and understandable manner to non-technical users.
- Effective listening skills to accurately understand user problems and concerns.
- Patience and empathy to deal with frustrated or anxious users.
- Ability to build rapport and trust with end-users.
- Ability to work effectively as part of a team, collaborating with other IT professionals.
- Willingness to share knowledge and assist colleagues.
- Ability to adapt to changing priorities and work environments.
- Openness to learning new technologies and processes
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Job Detail
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Job IdJD1865727
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:8000 per month
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Employment StatusPermanent
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Job LocationAbu Dhabi, United Arab Emirates
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EducationNot mentioned