End User Support Lead - Tier II/Desktop Specialist

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

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.