Desktop Support Engineer , 7044

WE SEARCH INFO SOLUTIONS PRIVATE LIMITED

Abu Dhabi

On-site

AED 60,000 - 120,000

Full time

14 days+

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Job summary

WE SEARCH INFO SOLUTIONS PRIVATE LIMITED in Abu Dhabi seeks a Desktop Support Engineer to deliver on-site and remote end-user support across the IT environment, installing, diagnosing, repairing and upgrading hardware and software to ensure optimal workstation performance.

You will manage user accounts, support Windows and macOS, Office 365, ITIL-compliant processes, and coordinate with vendors for escalations while maintaining documentation in the Service Desk system.

Qualifications

Minimum 4 years of experience in desktop/end-user support or IT helpdesk
Strong knowledge of PCs, laptops, desktops hardware and peripherals
Solid understanding of network protocols, operating systems and IT standards
Experience with diagnostic and asset management tools and ticketing systems

Responsibilities

Provide on-site and remote support for desktops, laptops, printers, scanners, IP phones, mobile devices and other peripherals.
Troubleshoot and resolve hardware, software and network issues; escalate to Tier 2/3 per ITSM rules.
Assess urgency and business impact for all support requests.
Manage service requests including new computer setups, software installs and upgrades.
Document incident resolutions and updates in the Service Desk tool.
Install, configure, support and troubleshoot Windows and macOS, Office 365 applications.
Maintain and repair computers, laptops, printers and other peripherals.
Provide user account management including Active Directory accounts and password resets.
Use diagnostic tools and methodologies for network, workstation, and mobile device issues.
Contribute to preventative maintenance and reducing recurring issues.
Collaborate with vendors and IT teams to resolve issues efficiently.
Support branch setups, upgrades and IT projects as required.
Guide end-users on software, hardware, and peripheral device usage.
Monitor trends to improve support processes.
Maintain IT policy compliance (ITIL/ISO 20000/27001).

Skills

Windows OS

Active Directory

Intune / MEM

SCCM

Hardware troubleshooting

Remote support

MS Office 365

VPN / networking basics

ITIL awareness

Education

Diploma or degree in Computer Science/IT

ITIL Foundation

Microsoft certifications (MCP/MCSA/MCSE)

CompTIA A+/Network+ (desirable)

Tools

SCCM

Lansweeper

ManageEngine Desktop Central

Microsoft Intune

Job description

JOB TITLE: DESKTOP SUPPORT ENGINEER

Job Roles & Responsibilities

Job Role

Provide desktop and end-user support within the organization’s IT environment. This includes installing diagnosing repairing maintaining and upgrading all hardware software and peripheral devices to ensure optimal workstation performance. The role involves troubleshooting technical issues (in-person remotely or via service desk tickets) providing timely resolutions and escalating issues as needed.

Key Responsibilities

Provide on-site and remote support for desktops laptops printers scanners IP phones mobile devices and other peripheral equipment.
Troubleshoot and resolve hardware software and network issues in a timely and efficient manner; escalate unresolved issues to Tier 2/3 support according to ITSM processes.
Assess urgency and business impact for all support requests.
Manage service requests including new computer setups software installations and system upgrades.
Document incident resolutions and updates in the Service Desk tool.
Install configure support and troubleshoot Windows (7 8 10 11) macOS and Microsoft Office applications.
Maintain repair and customize computers laptops printers scanners and other authorized peripherals.
Provide user account management including Active Directory account creation modification and password resets.
Use diagnostic tools and methodologies for troubleshooting network connectivity workstation hardware/software and mobile devices.
Conduct preventive maintenance and remedial repairs to reduce recurring issues.
Work with vendors and internal IT teams to resolve technical issues efficiently.
Support branch setups upgrades and IT projects as required.
Provide guidance to end-users on software hardware and peripheral device operation.
Monitor trends from incoming calls and requests to improve support processes.
Maintain compliance with IT policies standards and best practices (ITIL/ISO 20000/ISO 27001).

Experience / Knowledge

Minimum 4 years of experience in desktop/end-user support IT helpdesk operations or technical support.
Strong knowledge of PCs laptops desktop hardware and peripherals.
Solid understanding of network protocols operating systems and IT standards.
Experience in troubleshooting hardware software and peripheral devices (printers scanners IP phones mobile devices).
Experience with diagnostic and asset management tools (SCCM Lansweeper ManageEngine Altiris or equivalent).
Ability to work independently and in a team environment.
Excellent time management prioritization and communication skills.
Ability to maintain professionalism under stress and follow customer SOPs.

Essential Skills

Windows 7/8/10/11 Windows Server 2012/2016/2019
macOS support (latest versions)
Active Directory Exchange Online / Office 365 administration
Microsoft Endpoint Manager / Intune
Asset discovery and management tools (SCCM Lansweeper ManageEngine Desktop Central)