Desktop Support Engineer

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

Job summary

A technology support firm is looking for a Technical Specialist - End User Support/Desktop Support Engineer in Abu Dhabi. Responsibilities include troubleshooting hardware and software issues, maintaining operating systems, and providing excellent customer service in a fast-paced environment. The ideal candidate will hold a Bachelor's degree in IT, have ITIL certification, and possess strong communication skills in English and Arabic. Continuous learning and adaptability to changing priorities are essential for success in this role.

Qualifications

• Knowledge of ITIL processes and mandatory Microsoft products.
• 2-3 years of relevant experience.
• Excellent communication skills in English and Arabic.

Responsibilities

• Troubleshoot and resolve hardware and software issues.
• Install, configure, and maintain operating systems.
• Provide remote technical support and manage user accounts.

Skills

Windows OS troubleshooting

Active Directory management

Microsoft 365 Administration

VPN setup and support

Remote desktop tools

PC hardware maintenance

Network configuration

ITIL knowledge

Effective communication skills

Technical documentation skills

Education

Bachelor's degree in IT

Tools

ServiceNow

TeamViewer

Remote Desktop

Job description

Skills

Windows OS troubleshooting, Active Directory management, Microsoft 365 Administration, VPN setup and support, Remote desktop tools (e.g., TeamViewer, LogMeIn), PC hardware maintenance, Network configuration, ITIL knowledge.

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)
• 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.

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

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.