Desktop Support Engineer

Intertec Softwares Pvt Ltd; Abu Dhabi Emirate; On-site; AED 70,000 - 90,000; Full time

Job summary

A leading company in Abu Dhabi is seeking a Technical Specialist for End User Support. This role involves troubleshooting hardware and software issues, managing user accounts, and providing remote support. The ideal candidate will possess a Bachelor's degree in IT, relevant certifications, and 2-3 years' experience in a similar role.

Qualifications

• ITIL certification (Foundation level or higher) is mandatory.
• 2-3 years of experience in IT support or related field.
• Ability to work effectively as part of a team.

Responsibilities

• Troubleshoot and resolve hardware/software issues for users.
• Manage user accounts and permissions.
• Create and maintain technical documentation.

Skills

Communication skills

Technical troubleshooting

User Account Management

Remote support

Network troubleshooting

Education

Bachelor's degree in IT

Tools

ServiceNow

TeamViewer

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.

QUALIFICATION : Bachelors degree with knowledge of IT

CERTIFICATIONS : Mandatory knowledge of Microsoft products and ITIL Processes

EXPERIENCE : 2-3 Years

REPORTING TO : TBD

RESPONSIBILITIES (INCLUDES ALL TASKS) :

• 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)
• 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

Support Engineer • Abu Dhabi Island and Internal Islands City, Abu Dhabi Emirate, United Arab Emirates