Desktop Support Engineer

Intertec Systems; Abu Dhabi; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading IT solutions company in Abu Dhabi is looking for a Technical Specialist to ensure smooth operation of desktop computers and resolve related issues. Candidates should have a bachelor's degree in IT, knowledge of Microsoft products, and ITIL certification. Experience with ticketing systems and remote support tools is essential. Excellent communication skills in English and Arabic are mandatory for this role.

Qualifications

• 2-3 years of experience in desktop support.
• Knowledge of Microsoft products and ITIL processes required.
• Mandatory ITIL certification (Foundation level or higher).
• Experience with ticketing systems and remote support tools essential.

Responsibilities

• Handle customer calls and resolve hardware and software issues.
• Provide technical assistance with printers, scanners, and other peripherals.
• Track and manage IT assets, including computers and software licenses.
• Create and maintain technical documentation and user guides.
• Perform other duties as assigned by the line manager.

Skills

Excellent communications skills in English & Arabic

Troubleshoot hardware issues

Install and configure operating systems

Manage user permissions and access rights

Effective listening skills

Ability to explain technical concepts clearly

Ability to work as part of a team

Education

Bachelors degree in IT

Tools

ServiceNow

TeamViewer

Remote Desktop

Active Directory

Office 365

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.

Qualifications

Bachelors degree with knowledge of IT

Certifications

Mandatory knowledge of Microsoft products and ITIL Processes

Experience

2-3 Years

Reporting To

TBD

Responsibilities

• 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.

Technical Skills / Competencies

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 IT Service Desk Analyst will work in a fast-paced environment and must be able to adapt to changing priorities.

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