End User or Desktop Support Lead

Intertec Softwares; Abu Dhabi; On-site; AED 120,000 - 200,000; Full time

Job summary

A technology service provider in Abu Dhabi is seeking a Tier II Desktop Support Technician. Responsible for troubleshooting complex issues and providing guidance, the ideal candidate will possess a Bachelor's in IT and ITIL certification. Excellent multi-tasking and customer service skills are essential. This role involves client support for various devices, collaboration with Tier 3 support, and staff mentoring.

Qualifications

• ITIL certification (Foundation level or higher) required.
• Experience with ticketing systems like ServiceNow or Manage Engine.
• Strong understanding of hardware, software, and network infrastructure.

Responsibilities

• Provide Tier II support for hardware, software, and network services.
• Document ticketing and provide customer updates.
• Assist in training and mentoring staff.

Skills

Tier II client support

Troubleshooting IT issues

Technical guidance

Documentation skills

Multi-tasking

Customer service

Team collaboration

Education

Bachelor's degree in IT

Tools

Ticketing systems (ServiceNow, HPSM, etc.)

Job description

JOB PURPOSE:

Responsible for providing Tier II desktop support service serving as an expert in troubleshooting complex issues and providing technical development and guidance for the Desktop Support Team.

QUALIFICATION:

Bachelors degree with knowledge of IT

RESPONSIBILITIES (INCLUDES ALL TASKS):

• Provide Tier II client support for hardware software and network services.
• Resolve Tier II escalation tickets by troubleshooting IT hardware and software issues including laptops desktops tablets mobile devices printers and VPN issues.
• Assist in the architecture implementation and maintenance of the organizations desktop environments including installation upgrades high-level troubleshooting and Windows and Mac OS software deployment.
• Provide Tier II support for system images virtual environments and Mac OS Management.
• Serve as an expert in troubleshooting diagnosing and resolving complex end-user device incidents and problems through desktop support services and remote support where appropriate.
• Perform secure baseline image creation and tailoring of Windows operating system images to form a core baseline.
• Support application packaging deployments documentation and release control in an enterprise environment.
• Oversee hardware and software deployment projects assigned to the Desktop Support team.
• Responsible for classroom and lab maintenance ensuring all computers are updated before the start of the semester.
• Provide technical guidance and collaborate with Tier 3 to streamline services and support.
• Serve as the escalation person for complex issues for the desktop support team
• Document detailed notes in the ticketing system and provide accurate and timely customer updates.
• Serve as a senior technician of the desktop support team setting the bar high in performance customer satisfaction and improving processes.
• Assist in training and mentoring staff to improve performance increase customer satisfaction and drive efficiencies.
• Partner with leadership to create a friendly productive environment that promotes success.
• Monitor desktop queues ensuring SLAs are met and best ticket practices demonstrate quality staff who do not meet requirements.
• Respond to customer escalations in person and/or via email in a timely manner.
• Determine root causes and create corrective action plans.
• Create standard operating procedures (SOPs) and update existing SOPs for specialized technical support.
• Ability to multi-task projects and daily operations while providing regular status updates to management.

TECHNICAL SKILLS / COMPETENCIES:

MANDATORY

• ITIL certification (Foundation level or higher).
• Experience with ticketing systems (e.g. ServiceNow HPSM Manage Engine Ivanti).
• Must have a solid understanding of the hardware software and network infrastructure that they will be supporting. This includes knowledge of operating systems hardware components applications and network protocols.
• Must have excellent technical knowledge of computer systems software applications and hardware peripherals. This includes troubleshooting diagnosing and resolving technical issues.
• Must have excellent expertise in preparing the Analytic and operation reports and presentation. Should be confident in presenting the same with Stakeholders.
• The Desktop Support lead will work in a fast-paced environment and must be able to adapt to changing priorities.

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.