Job Description

We are seeking a skilled and customer-focused Level 2 Desktop Support Engineer to provide advanced technical assistance to end-users in a fast-paced environment. You will be responsible for troubleshooting hardware, software, and network issues, supporting escalated service desk tickets, and ensuring a high standard of IT service delivery.

Key Responsibilities:

Provide Level 2 support for desktop/laptop issues, applications, and network connectivity Troubleshoot and resolve incidents related to Windows, macOS, Office 365, printers, and peripheral devices Manage user accounts, password resets, and group policies via Active Directory Support imaging, deployment, and configuration of workstations and mobile devices Handle escalated tickets from Level 1 support and ensure timely resolution within SLA Assist with setup and maintenance of video conferencing tools and audio-visual equipment Maintain inventory of hardware and track asset movements Provide remote support using tools like TeamViewer, AnyDesk, or RDP Document incidents, resolutions, and maintain knowledge base articles Collaborate with network, systems, and security teams for cross-functional support

Requirements:

Proven experience as a Desktop Support Engineer (3+ years in L2 support) Strong knowledge of Windows 10/11, macOS, Microsoft Office 365 Experience with Active Directory, group policy, and user management Familiarity with networking concepts (TCP/IP, DNS, DHCP, VPN) Hands-on experience with ticketing systems (e.g., ServiceNow, JIRA, Freshservice) Knowledge of antivirus tools, backup solutions, and endpoint protection Excellent troubleshooting, communication, and interpersonal skills Ability to prioritize and multitask in a dynamic environment
Job Type: Contract
Contract length: 12 months

Pay: AED3,600.00 - AED3,700.00 per month