Desktop Support Engineer L2

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

Job summary

A leading IT support company is seeking a Desktop Technician in Dubai to provide local remote desktop support and troubleshoot hardware and software issues. The ideal candidate will have at least 18 months of IT experience, proficiency in Windows and Active Directory, strong analytical skills, and excellent customer service abilities. Fluency in English and Arabic is mandatory, along with the flexibility to work off-hours as needed.

Qualifications

• Minimum of 18 months of IT experience.
• Proficient in Windows 10-11 and Active Directory.
• Fluent in English and Arabic.

Responsibilities

• Provide first/second level support for customer issues.
• Collaborate with Third Party Vendors for AV issues.
• Maintain ticket updates for all reported incidents.

Skills

Troubleshooting

Customer service

Communication

Analytical skills

Tools

Microsoft Office

Windows 10-11

Active Directory

Cisco Jabber

Job description

Position Responsibilities and Functions

The Band 2 Desktop Technician will provide day to day localremote 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.

a) Provide first/second level contact and problem resolution for customer issues.

b) Work with Third Party Vendors to remediate complex AV issues as needed.

c) Provide timely communication on issue status and resolution.

d) Maintain ticket updates for all reported incidents.

e) Install upgrade support and troubleshoot Operating Systems Microsoft Office Cisco Jabber another authorized desktop application.

f) Should have basic knowledge of Mac operating system to support Apple pc users.

g) Install upgrade support and troubleshoot for printers computer hardware.

h) Performs general preventative maintenance tasks on computers laptopsprinters.

i) Performs remedial repairs on Desktops laptops printers and any other authorized peripheral equipment.

j) Use diagnostic tools to troubleshoot problems associated with network connectivity and workstation hardware/software.

k) Broad experience of IT with basic understanding of Networks Servers Audio/Visual Smart Devices and Telecoms.

l) This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned.

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