Desktop Support Engineer L2 - AE

Excis Compliance Ltd; Dubai; On-site; AED 60,000 - 80,000; Full time

Job summary

A technology services provider in Dubai seeks a Desktop Technician to offer local and remote desktop support. Responsibilities include troubleshooting hardware and software issues, maintaining ticket updates, and ensuring operational consistency across shifts. The ideal candidate has at least 18 months of IT experience and familiarity with Windows operating systems, Office 365, and mobile device management. Flexibility and strong communication skills are essential as the role may require off-hours support.

Qualifications

• Minimum of 18 months IT experience.
• Experience with Windows 7/10 and MS Office 365.
• Familiarity with mobile device management.

Responsibilities

• Provide first/second level support for customer issues.
• Work with vendors to resolve complex AV issues.
• Maintain ticket updates for reported incidents.

Skills

Analytical troubleshooting

Communication skills

Problem-solving skills

Flexibility

Tools

Microsoft Office 365

Active Directory

GPOs

Enterprise antivirus solutions

Job description

The Band 1 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.

Position Responsibilities and Functions

1. Provide first/second level contact and problem resolution for customer issues.
2. Work with Third Party Vendors to remediate complex AV issues as needed.
3. Provide timely communication on issue status and resolution.
4. Maintain ticket updates for all reported incidents.
5. Install upgrade support and troubleshoot XP Windows 7 Windows 8.1Windows 10 and Microsoft Office 2010 Cisco Jabber another authorized desktop application.
6. Should have basic knowledge of Mac operating system to support Apple pc users.
7. Install upgrade support and troubleshoot for printers computer hardware.
8. Performs general preventative maintenance tasks on computers laptopsprinters.
9. Performs remedial repairs on Desktops laptops printers and any other authorized peripheral equipment.
10. Use diagnostic tools to troubleshoot problems associated with network connectivity and workstation hardware/software.
11. Broad experience of IT with basic understanding of Networks ServersAudio/Visual Smart Devices and Telecoms.
12. This position requires the ability to work in a projectbased environment requiring flexibility and teamwork. Performs other duties as assigned.

Requirements

• Minimum of 18 months years of IT experience.
• Windows 710 Microsoft Active Directory utilization of GPOs MS Office 365 PC hardware installation and troubleshooting Enterprise antivirus 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 multitask effectively determine priorities and meet SLAs.
• Excellent communication relationshipbuilding and internal customer service skills.
• Adaptable and flexible in a fastchanging industry and work environment.
• Willing to work offhours and weekends when required for projects or emergency support.