Desktop Support Engineer

Intertec Systems; Abu Dhabi Industrial City; On-site; AED 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a Technical Specialist for End User Support. This role involves ensuring the smooth operation of desktop computers and related devices, resolving hardware and software issues, and providing top-notch technical assistance. The ideal candidate will possess strong communication skills in both English and Arabic, with a solid foundation in ITIL processes and experience in a fast-paced environment. Join a forward-thinking company that values continuous learning and professional growth, where your contributions will directly impact productivity and user satisfaction.

Qualifications

• 2-3 years experience in IT support roles with a focus on desktop support.
• Mandatory ITIL certification and experience with ticketing systems.

Responsibilities

• Troubleshoot hardware and software issues for desktop users.
• Provide remote technical support and manage user accounts.
• Create and maintain technical documentation and reports.

Skills

Windows OS troubleshooting

Active Directory management

Microsoft 365 Administration

VPN setup and support

Remote desktop tools (e.g., TeamViewer, LogMeIn)

PC hardware maintenance

Network configuration

ITIL knowledge

Excellent communication skills in English & Arabic

Education

Bachelor's degree in IT

Tools

ServiceNow

HPSM

Manage Engine

Ivanti

AWS

Azure

Google Cloud

Job description

Skills:
Windows OS troubleshooting, Active Directory management, Microsoft 365 Administration, VPN setup and support, Remote desktop tools (e.g., TeamViewer, LogMeIn), PC hardware maintenance, Network configuration, ITIL knowledge,

JOB TITLE: Technical Specialist End User Support/ Desktop Support Engineer

JOB PURPOSE: To handle customer calls and ensure the smooth operation of desktop computers, laptops, and other related devices, resolving hardware and software issues to maintain productivity.

QUALIFICATION: Bachelors degree with knowledge of IT

CERTIFICATIONS: Mandatory knowledge of Microsoft products and ITIL Processes

EXPERIENCE: 2-3 Years

REPORTING TO: TBD

Responsibilities (includes All Tasks)

• Excellent communications skills in English & Arabic
• Troubleshoot and resolve issues related to hardware components (e.g., CPU, RAM, storage, peripherals).
• Ask targeted questions to diagnose problems. Guide users with simple, step-by-step instructions.
• Install, configure, and maintain operating systems (Windows, macOS).
• Deploy and support software applications (e.g., productivity suites, antivirus, security tools).
• Provide technical assistance with printers, scanners, and other peripherals.
• Troubleshoot network connectivity issues, including wireless and wired connections.
• Configure network settings and troubleshoot VPN connections.
• User Account Management - Create, modify, and delete user accounts.
• Manage user permissions and access rights.
• Provide remote technical support using tools like TeamViewer or Remote Desktop.
• Visit user workstations to resolve hardware or software issues that cannot be addressed remotely.
• Proactively look at root causes for repeated incidents.
• Track and manage IT assets, including computers, peripherals, and software licenses.
• Create and maintain technical documentation, KBs for troubleshooting procedures and user guides.
• Provide management reports (Statistics, Trend analysis, Corrective Action)
• Perform remote software distribution.
• Improve skills in line with the new technology roll outs in the IT Department
• Gathers user requirements fully, analyzes them and makes recommendations.
• Identifies misuse and misappropriation of IT assets and report violations to IT Management immediately.
• Perform other duties and responsibilities related to the job and as assigned by line Manager.
  
  

Technical Skills / Competencies

MANDATORY

• ITIL certification (Foundation level or higher).
• Experience with ticketing systems (e.g., ServiceNow, HPSM, Manage Engine, Ivanti).
• Experience with remote support tools (e.g., TeamViewer, Remote Desktop).
• Familiarity with cloud platforms (e.g., AWS, Azure, Google Cloud).
• Experience with Active Directory, Exchange, and Office 365.
  
  

The IT Service Desk Analyst will work in a fast-paced environment and must be able to adapt to changing priorities.

The role may involve working outside of regular business hours to support critical systems.

A strong commitment to continuous learning and professional development is essential.

Soft Skills

MANDATORY

• Ability to explain technical concepts in a clear and understandable manner to non-technical users.
• Effective listening skills to accurately understand user problems and concerns.
• Patience and empathy to deal with frustrated or anxious users.
• Ability to build rapport and trust with end-users.
• Ability to work effectively as part of a team, collaborating with other IT professionals.
• Willingness to share knowledge and assist colleagues.
• Ability to adapt to changing priorities and work environments.
• Openness to learning new technologies and processes