Desktop Support Engineer

Dicetek LLC; Abu Dhabi; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading IT service provider in Abu Dhabi is seeking an experienced technical support specialist. You will provide onsite and remote support to users, manage hardware and software installations, and collaborate with the IT team on various IT projects. The ideal candidate has a Bachelor's degree, relevant certifications, and at least 3 years of technical support experience. Flexibility to work outside regular hours may be required.

Qualifications

• Min 3 years relevant experience in a similar technical role.
• Certified for Microsoft Administration.
• Familiar with TCP/IP, DNS, DHCP, and LAN/WAN configurations.

Responsibilities

• Provide onsite and remote technical support to end-users.
• Install, configure, and maintain desktop hardware and software.
• Manage user accounts, permissions, and access rights in Active Directory.

Skills

Proficiency in troubleshooting common desktop operating systems

Excellent communication and interpersonal skills

Strong problem-solving abilities

Familiarity with remote desktop support tools

Education

Bachelor’s degree in business administration, computer science or related field

ITIL Foundation V3

CompTIA A+

Tools

Microsoft Office

Adobe Suite

Active Directory

Job description

Essential

• Bachelor’s degree in business administration, computer science or related field is the minimum requirements for this position
• Certified for Microsoft Administration
• Min 3 years relevant in a similar technical role.

Desirable

• ITIL Foundation V3
• CompTIA A+ (Computing Technology Industry Association)
• MSCA (Microsoft Certified Solutions Associate) or MCSE (Microsoft Certified Solutions Expert)
• CCNA (Cisco Certified Network Associate)

Must have - Modules

• Proficiency in troubleshooting common desktop operating systems (Windows, macOS) and productivity software (Microsoft Office, Adobe Suite).
• Solid understanding of networking concepts, protocols, and technologies, including TCP/IP, DNS, DHCP, and LAN/WAN configurations.
• Familiarity with remote desktop support tools and techniques, such as remote desktop control and remote assistance.
• Excellent communication and interpersonal skills, with the ability to communicate technical information effectively to non-technical users.
• Strong problem-solving abilities and a proactive approach to identifying and resolving technical issues.
• Ability to work independently with minimal supervision and prioritize workload effectively to meet deadlines and service level agreements.
• Flexibility to work outside regular business hours and participate in on-call rotation as needed.

Duties

• Provide onsite and remote technical support to end-users regarding hardware, software, and network-related issues.
• Install, configure, and maintain desktop hardware and software components, including operating systems, applications, and drivers.
• Diagnose and resolve technical hardware and software issues promptly and effectively, ensuring minimal downtime and disruption to operations.
• Perform hardware upgrades, repairs, and replacements as necessary, coordinating with vendors and service providers as needed.
• Manage user accounts, permissions, and access rights in Active Directory and other relevant systems.
• Collaborate with the IT team to deploy and maintain software updates, patches, and security configurations across desktop systems.
• Create and maintain documentation, user guides, and knowledge base articles for common technical issues and resolutions.
• Assist in the implementation and maintenance of IT policies, procedures, and best practices related to desktop support and IT service delivery.
• Provide training and guidance to end-users on the proper use of hardware, software, and IT resources.
• Participate in IT projects and initiatives as assigned, contributing to the planning, implementation, and support phases.