End-User IT Support Pro: Desktop & Remote Help

Confidential Company; Abu Dhabi; On-site; AED 120,000 - 180,000; Full time

Job summary

Confidential Company is seeking an IT Support/Helpdesk professional in Abu Dhabi to manage desktop and laptop operations, troubleshoot hardware and software issues, and provide remote assistance. The role involves configuring operating systems, supporting cloud services, and maintaining IT assets.

The candidate should be ITIL certified, experienced with ticketing systems, remote support tools, and familiar with Active Directory, Exchange, and Office 365.

Qualifications

• ITIL-certified (Foundation or higher) is mandatory.
• Experience with ticketing systems (ServiceNow, HPSM, Manage Engine, Ivanti).
• Experience with remote support tools (TeamViewer, Remote Desktop).
• Familiarity with cloud platforms (AWS, Azure, Google Cloud).
• Experience with Active Directory, Exchange, and Office 365.
• Ability to explain technical concepts clearly to non-technical users.
• Effective listening skills and patience when dealing with users.
• Ability to work in a team and adapt to changing priorities.
• Willingness to learn new technologies and work outside regular hours for critical systems.

Responsibilities

• Handle customer calls and ensure smooth operation of desktops and laptops.
• Resolve hardware and software issues to maintain productivity.
• Troubleshoot hardware components and peripherals.
• Guide users with step-by-step instructions.
• Provide remote technical support using tools like TeamViewer or Remote Desktop.
• Visit user workstations to resolve issues not addressable remotely.
• Proactively analyze root causes for repeated incidents.
• Create and maintain IT asset tracking and technical documentation.
• Prepare management reports and trend analyses.

Skills

Customer support

Technical communication

Team collaboration

Problem solving

Patience & empathy

Adaptability

Education

ITIL Foundation

ITIL v4 (Foundation+)

Tools

ServiceNow

HPSM

ManageEngine

Ivanti

TeamViewer

Remote Desktop

Active Directory

Exchange

Office 365

AWS

Azure

Google Cloud

Job description

Confidential Company is seeking an IT Support/Helpdesk professional in Abu Dhabi to manage desktop and laptop operations, troubleshoot hardware and software issues, and provide remote assistance. The role involves configuring operating systems, supporting cloud services, and maintaining IT assets.

The candidate should be ITIL certified, experienced with ticketing systems, remote support tools, and familiar with Active Directory, Exchange, and Office 365.