Desktop Support Engineer L2 - AE

Excis Compliance Ltd; Dubai; On-site; AED 40,000 - 65,000; Full time

Job summary

Join a dynamic team as a Desktop Technician, where you'll provide vital support in both local and remote settings. This role involves troubleshooting hardware and software issues, ensuring operational consistency, and maintaining communication with customers. Your expertise in various operating systems and applications will be crucial as you work with third-party vendors to resolve complex issues. This position offers the chance to grow in a fast-paced environment, making it ideal for those who thrive on challenges and enjoy problem-solving. If you're adaptable and eager to contribute to a collaborative team, this opportunity is perfect for you.

Qualifications

• Minimum of 18 months of IT experience required.
• Proven troubleshooting and problem-solving skills are essential.

Responsibilities

• Provide first/second level contact and problem resolution for customer issues.
• Install upgrades and troubleshoot various operating systems and applications.

Skills

Troubleshooting

Customer Service

Windows 7/10

Microsoft Active Directory

PC Hardware Installation

Problem-Solving

Multitasking

Tools

Helpdesk Ticketing Systems

Microsoft Office 365

Enterprise Antivirus Solutions

Mobile Device Management

Job description

The Band 1 Desktop Technician will provide day-to-day local and remote desktop support. They will receive inbound calls, answer questions, troubleshoot, and document steps performed to resolve hardware, software, and application issues in a ticketing system. The candidate will also facilitate customer resolution for calls and engage supervisors and managers to ensure operational consistency across all shifts within the IT Support Centre. The Desktop Support Engineer provides break/fix fault diagnosis and resolution, offering fault analysis for various core operating systems and platforms, and supporting 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 upgrades and troubleshoot Windows XP, Windows 7, Windows 8.1, Windows 10, Microsoft Office 2010, Cisco Jabber, and other authorized desktop applications.
6. Have basic knowledge of Mac OS to support Apple PC users.
7. Install upgrades and troubleshoot printers and computer hardware.
8. Perform general preventative maintenance tasks on computers, laptops, and printers.
9. Perform remedial repairs on desktops, laptops, printers, and other authorized peripherals.
10. Use diagnostic tools to troubleshoot network connectivity and workstation hardware/software issues.
11. Possess broad IT experience with a basic understanding of networks, servers, audio/visual, smart devices, and telecoms.
12. Work in a project-based environment requiring flexibility and teamwork. Perform other duties as assigned.

Requirements

• Minimum of 18 months of IT experience.
• Experience with Windows 7/10, Microsoft Active Directory, 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 troubleshooting and problem-solving skills.
• Ability to multitask, 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.