Desktop Support Engineer

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

Job summary

A technology service provider is seeking a Technical Support Specialist in Abu Dhabi, UAE. This role requires a Bachelor's degree and at least 3 years of relevant experience in a technical support capacity. Candidates must be proficient in troubleshooting operating systems and networking technologies while delivering exceptional support to end-users. The position includes responsibilities such as managing user accounts in Active Directory and providing both onsite and remote assistance. Flexibility for on-call duties is expected.

Qualifications

• Minimum 3 years relevant experience in a similar technical role.
• Proficiency in troubleshooting common desktop operating systems.
• Solid understanding of networking concepts, including TCP/IP, DNS, DHCP.

Responsibilities

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

Skills

Troubleshooting common desktop operating systems (Windows, macOS)

Understanding of networking concepts, protocols, and technologies

Ability to communicate technical information to non-technical users

Problem-solving abilities

Education

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

Microsoft Administration certification

Tools

Remote desktop tools

Microsoft Office

Adobe Suite

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.