Desktop Support Engineer

Excis Compliance; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading company in Dubai is seeking a skilled Desktop Technician to provide desktop support and troubleshoot various IT issues. The role requires at least 18 months of IT experience, fluency in English and Arabic, and strong customer service skills. The technician will manage both hardware and software support while maintaining effective communication with customers and vendors.

Qualifications

• Fluent in English and Arabic.
• Strong problem-solving skills.
• Ability to multi-task and meet SLAs.

Responsibilities

• Provide first/second level contact for customer issues.
• Troubleshoot and document hardware and software issues.
• Install and upgrade operating systems and applications.

Skills

Troubleshooting

Analytical skills

Customer service

Communication

Flexibility

Education

18 months of IT experience

Tools

Windows 10-11

Microsoft Active Directory

MS Office 365

Helpdesk ticketing systems

Mobile device management

Job description

The Band 2 Desktop Technician will provide day to day local emote desktop support, receive inbound calls, answer questions, troubleshoot and document steps performed to resolve challenges with hardware, software and application issues in a ticketing system. The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Centre. Desktop Support Engineer provides Break Fix, fault diagnosis and resolution. Providing fault analysis to customer s various core operating systems and platforms, as well be able to provide support and apply desktop fault resolution for the approved application suite.

Position Responsibilities And Functions -

• Provide first/second level contact and problem resolution for customer issues.
• Work with Third Party Vendors to remediate complex AV issues as needed.
• Provide timely communication on issue status and resolution.
• Maintain ticket updates for all reported incidents.
• Install, upgrade, support and troubleshoot Operating Systems, Microsoft Office, Cisco Jabber, another authorized desktop application.
• Should have basic knowledge of Mac operating system, to support Apple pc users.
• Install, upgrade, support and troubleshoot for printers, computer hardware.
• Performs general preventative maintenance tasks on computers, laptops,printers.
• Performs remedial repairs on Desktops, laptops, printers and any other authorized peripheral equipment.
• Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software.
• Broad experience of IT with basic understanding of Networks, Servers,Audio/Visual, Smart Devices and Telecoms.
• This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned.
  
  

Requirements

Requirements

• Minimum of 18 months years of IT experience.
• Windows 10-11, Microsoft Active Directory, utilization of GPOs, MS Office 365, PC hardware installation and troubleshooting, Enterprise anti-virus solutions, Helpdesk ticketing systems.
• Mobile device management including IOS and Android devices, Enterprise encryption solutions, Windows PC/laptop management via Active Directory.
• Proven analytical, troubleshooting and problem- solving skills.
• Proven ability to multi-task, effectively determine priorities and meet SLAs.
• Excellent communication relationship-building and internal customer service skills.
• Adaptable and flexible in a fast-changing industry and work environment.
• Willing to work off-hours and weekends when required for projects or emergency support.
• Must be fluent in English and Arabic

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