Desktop Support Engineer

Intertec Softwares Pvt Ltd; Abu Dhabi; On-site; AED 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a Technical Specialist for End User Support in Abu Dhabi. This role involves troubleshooting hardware and software issues, managing user accounts, and ensuring smooth operations of desktop environments. The ideal candidate will have a Bachelor's degree in IT, ITIL certification, and experience with ticketing systems and remote support tools. Join a dynamic team where your skills in communication, problem-solving, and technical support will make a significant impact in a fast-paced environment. Embrace continuous learning and contribute to enhancing user experiences.

Qualifications

• Bachelor's degree with knowledge of IT and ITIL certification.
• 2-3 years of experience in desktop support and troubleshooting.

Responsibilities

• Troubleshoot and resolve hardware and software issues for end-users.
• Install and maintain operating systems and software applications.
• Provide remote support and manage user accounts.

Skills

ITIL certification

Ticketing systems (ServiceNow, HPSM, Manage Engine, Ivanti)

Remote support tools (TeamViewer, Remote Desktop)

Cloud platforms (AWS, Azure, Google Cloud)

Active Directory

Exchange

Office 365

Troubleshooting hardware issues

Network troubleshooting

User account management

Education

Bachelor's degree in IT

Tools

TeamViewer

Remote Desktop

ServiceNow

HPSM

Manage Engine

Ivanti

Job description

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 related devices, resolving hardware and software issues to maintain productivity.

QUALIFICATION : Bachelor's 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) :

1. Communicate effectively in English & Arabic.
2. Troubleshoot and resolve hardware issues (e.g., CPU, RAM, storage, peripherals).
3. Diagnose problems by asking targeted questions and guide users with simple instructions.
4. Install, configure, and maintain operating systems (Windows, macOS).
5. Support deployment and maintenance of software applications (productivity suites, antivirus, security tools).
6. Assist with printers, scanners, and peripherals.
7. Troubleshoot network issues, including wireless and wired connectivity.
8. Configure network settings and troubleshoot VPN connections.
9. Manage user accounts and permissions.
10. Provide remote support via tools like TeamViewer or Remote Desktop.
11. Visit user workstations for hardware/software issues that cannot be resolved remotely.
12. Identify root causes for recurring incidents.
13. Track and manage IT assets and licenses.
14. Create and update troubleshooting documentation and user guides.
15. Generate management reports including statistics and trend analysis.
16. Stay updated with new technologies and improve skills accordingly.
17. Gather and analyze user requirements, making recommendations.
18. Report misuse or misappropriation of IT assets.
19. Perform additional duties as assigned by the line manager.

TECHNICAL SKILLS / COMPETENCIES :

MANDATORY

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

The IT Service Desk Analyst will work in a fast-paced environment and may need to work outside regular hours to support critical systems. A commitment to continuous learning is essential.

SOFT SKILLS : MANDATORY

1. Ability to explain technical concepts clearly to non-technical users.
2. Effective listening skills.
3. Patience and empathy for frustrated users.
4. Build rapport and trust with end-users.
5. Work effectively in a team environment.
6. Share knowledge and assist colleagues.
7. Adaptability to changing priorities and environments.
8. Willingness to learn new technologies and processes.

Support Engineer • Abu Dhabi Island and Internal Islands City, Abu Dhabi Emirate, United Arab Emirates