Desktop Support Engineer | IT Excellence | Dubai

Tech Junction Ltd; Dubai; On-site; AED 78,000 - 112,000; Full time

Job summary

IT Excellence is seeking a highly technical Desktop Support Engineer for a 1-month onsite contract in Dubai, UAE. You will deliver Level 2 IT support, manage critical tickets, and configure Windows 11 and Microsoft 365 environments while supporting Genesys call center software.

You will work with VIP stakeholders and cross-functional IT teams, handling assets, AV support, and ITIL-aligned service delivery in a fast-paced enterprise.

Qualifications

• Bachelor’s degree in IT or related field or equivalent experience.
• Strong Desktop Support and IT Helpdesk background.
• Proficient with Windows 11 and Microsoft 365 environments.
• Experience with enterprise Service Desk and ticketing management tools.
• Must have valid UAE driving license and UAE visa.

Responsibilities

• Set up, configure, and provision user desktop and laptop profiles.
• Provide Level 2 IT support across hardware, software, and peripherals.
• Manage Service Desk tickets and coordinate with global teams for resolution.
• Handle E4 critical tickets with priority to minimise business disruption.
• Provide professional email and phone support and own incident lifecycle.
• Deliver Meeting Room and AV support for corporate events.
• Coordinate with vendors and manage IT equipment procurement.
• Maintain asset inventory in the Asset Management Portal.
• Troubleshoot Windows 11, Microsoft 365, and enterprise apps.
• Configure Genesys for high-performance call center operations.
• Troubleshoot network equipment to maintain uptime.
• Coordinate with ISPs to resolve connectivity issues.

Skills

Desktop Support

IT Helpdesk

Windows 11

Microsoft 365

Genesys

VIP support

ITIL

Education

Bachelor's degree in IT or CS

Equivalent experience

Tools

Ticketing System

Genesys Configuration Tools

Remote Support Tools

Job description

Position Summary:

IT Excellence is seeking an experienced, highly technical, and skilled Desktop Support Engineer to join our team on an onsite 1-month contract in Dubai, UAE, with immediate joining availability. In this specialized IT support and service desk role, you will spearhead providing Level 2 technical support, managing critical support tickets, configuring Windows 11 and Microsoft 365 environments, and supporting call center software such as Genesys. You will work closely with cross-functional IT teams, global support desks, external vendors, and VIP stakeholders to ensure high availability and seamless end-user operations. Ideal candidates bring a strong academic background in information technology, deep practical expertise in hardware and software troubleshooting, a valid UAE driving license, their own valid UAE visa, and immediate availability.

Detailed Job Description:

As a Desktop Support Engineer at IT Excellence in Dubai, UAE, you will take full ownership of setting up custom desktop and laptop user profiles, managing Service Desk ticketing workflows, and resolving critical E4 support tickets. Your day-to-day responsibilities encompass handling helpdesk calls, troubleshooting Windows 11 and Microsoft 365 applications, managing Genesys call center software configurations, and providing comprehensive meeting room and AV support. You will maintain accurate asset management records, coordinate with local and global ISPs, troubleshoot network equipment issues, and deliver professional, customer-facing support to VIP users. Working in a fast-paced enterprise environment, you will execute remote support via telephone, WhatsApp, or onsite visits while adhering strictly to ITIL service delivery standards.

Key Responsibilities:

• Set up, configure, and provision customized desktop and laptop user profiles for enterprise employees.
• Provide Level 2 IT technical support to end-users across hardware, software, and peripheral devices.
• Manage Service Desk tickets, ticket routing assignments, and follow-ups with global teams until final resolution.
• Manage and prioritize E4 critical support tickets to ensure timely resolution and minimal business disruption.
• Handle helpdesk calls and professional email communications effectively while taking complete ownership of incidents.
• Provide professional Meeting Room and Audio-Visual (AV) support for corporate meetings and executive events.
• Coordinate with external vendors, communicate technical requirements, and manage IT equipment procurement.
• Maintain accurate inventory records of IT hardware and software assets in the Asset Management Portal.
• Troubleshoot and support Windows 11 operating systems, Microsoft 365 suites, and enterprise applications.
• Set up, configure, and troubleshoot Genesys software solutions for high-performance call center operations.
• Troubleshoot network equipment issues and provide quick fixes and workarounds to maintain business uptime.
• Coordinate with local and global Internet Service Providers (ISPs) to manage and resolve connectivity incidents.

Required Qualifications & Skills:

• Bachelor’s degree in Information Technology, Computer Science, or a related technical field, or equivalent experience.
• Strong professional background in Desktop Support, IT Helpdesk, and enterprise technical support operations.
• Good practical knowledge and troubleshooting proficiency across Windows 11 and Microsoft 365 environments.
• Hands‑on experience working with enterprise Service Desk and ticketing management tools.
• Exceptional troubleshooting skills spanning hardware components, software packages, and network connectivity.
• Excellent English communication skills (written and spoken) with customer-facing and VIP support experience.
• Valid UAE Driving License (Mandatory requirement).
• Own valid UAE Visa (Mandatory requirement).
• Immediate availability for a 1‑month contract engagement in Dubai, UAE (Open to Indian nationality candidates per client criteria).

Nice-to-Have Skills:

• Professional certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or ITIL Foundation.
• Prior experience supporting Genesys PureConnect or Genesys Cloud CX call center environments.
• Hands‑on experience with mobile device management (MDM) solutions and endpoint security tools.
• Experience coordinating with facilities management for office IT moves and conference room setups.
• Prior working experience in multinational IT services consultancies or enterprise shared services centers.

Application Information:

• Recruiter: IT Excellence Recruitment Team
• Contact Name: Harshvardhan Rajpurohit (The Recruiter / Opportunity Dealer)
• Email: [e-mail]
• Phone: Unspecified
• Application URL: Unspecified
• Salary/Rate: Competitive and commensurate with experience
• Deadline: Open until filled
• Notice Period: Immediate joiners preferred
• Contract Duration: 1 Month Contract / Onsite in Dubai

Recruitment Pro Tip:

When applying for urgent short‑term desktop support roles in Dubai requiring a valid UAE driving license and own visa, ensure these mandatory compliance items are explicitly highlighted at the top of your resume.