Desktop Engineer L1

Iron Systems, Inc; Dubai; On-site; AED 60,000 - 90,000; Full time

Job summary

A leading company is looking for an IT Operations Support Specialist to maintain daily IT operations at customer locations in Dubai. The role involves providing hands-on support for IT equipment, managing incidents, and ensuring customer satisfaction through effective technical assistance. Candidates should have 2-5 years of relevant experience and good communication skills, including basic local language knowledge.

Qualifications

• 2-5 years of experience in IT support operations.
• Ability to communicate in English and the local language (basic).

Responsibilities

• Maintain daily IT operations and support users' IT needs.
• Respond to and resolve hardware, software, and network incidents.
• Provide tailored IT support to VIP clients.

Skills

Support for hardware and software

Network incident diagnosis

Installation and configuration of IT assets

Customer service prioritization

Proactive IT support

Job description

Job Description

2-5 years of Experience

Scope Of Work

• Maintain daily IT operations in customer-owned locations to serve users' IT needs.
• Provide hands & feet support for servers or networking activities as required at the specified location/facilities.
• Support manufacturing-related IT equipment and applications as per SOP provided.
• Assist the remote party with resolution by performing physical activity under direction (e.g. Customer Network Team).
• Assistance with hardware break/fixes and vendor management (coordinating and ensuring service delivery)
• Installation, Move, Add, and Change (IMAC) of Customer IT Assets
• VIP support generally involves providing tailored and proactive IT support to the VIP target and ensuring they feel comfortable with the audio-visual equipment and peripherals being used.
• Support conference rooms, telepresence, network, internet, and voice services and equipment (ex: audio/video, networking, and unified communications)
• Management of non-PC IT equipment—maintain asset lists for non-PC devices, such as servers, printers, and phones. Respond to customers' requests for updates under the instructions and guidance of customer.
• Provide assistance in the purchase of non-PC IT equipment, including products and consumables related to IT. Receive goods using customer sourcing systems and following customer business policy & procedures.
• Support for non-PC IT equipment, such as scanners and printers, includes on-site triage and resolution recommendations. The customer will provide specific training and instruction if needed.
• Mobile Phone Support—Triage, asset management, configuration, and support as required.
• Support for special events (Internal and External), recurring meetings, or after hours will be required on a T&M chargeable basis.
• Be responsible for H&E aspects, collaborate with desktop-related infrastructure projects, OT networks, security, and other systems under the guidance of end customer technical teams.
• The ability to speak English and the local language (basic).
  
  

Key Responsibilities

• Responds to and diagnoses complex hardware, software, and network incidents under general supervision.
• Prioritize and resolve customer and other team issues as soon as possible.
• Ensure that incidents and requests are handled according to customer priority metrics.
• As needed, escalate tickets.
• Comply with all IT service processes, procedures, and work instructions set by Customer, including its Code of Conduct and core values.