IT Desktop Support Engineer

SkySys; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading IT services company in Dubai seeks an IT Desktop Support Engineer to provide high-quality technical support for all End User Computing devices. Responsibilities include resolving incidents, managing requests, and ensuring top-tier customer service. Candidates should have experience in client management, ITIL concepts, and troubleshooting skills for desktop and mobile devices. This is an on-site role requiring strong communication and technical problem-solving abilities.

Qualifications

• Basic experience in IT industry is required.
• Good understanding of ITIL concept and Service Now.
• Experience supporting mobile devices including configuration and troubleshooting.

Responsibilities

• Provide high quality technical support for all End User Computing devices.
• Handle end users' incidents and IMAC requests using ticketing tools.
• Manage hardware/software installation and system troubleshooting.

Skills

Client management

Communication skills

IT software installation

Troubleshooting

Customer service

Tools

Service Now

SCCM

Azure cloud PC

Job description

IT Desktop Support Engineer

Dubai , UAE

Working Model : On-need basis position / Onsite

Job Purpose : The onsite support engineer will provide high quality technical support for all End User Computing devices (Laptop, Desktop and mobility) for office-based staff at site, including leading on the resolution of incidents, problems, requests, in order to achieve high standards of customer service and deliver optimum operational and business benefits.

Operation Roles and Responsibilities

• Basic experience in IT industry
• Good client management & communication skills
• Good Understanding of ITIL concept & Service Now
• Computer OS / Peripherals troubleshooting. Asset / Inventory Management
• Ensure tickets are updated on time and adhere to required SLA.
• Handling different PC operating systems (Windows 7, 10)
• Handling end users' incidents and IMAC requests using Service NOW ticketing tool
• Performing Hardware / Software installation (understanding of deployment tools like SCCM)
• End-user support – Break fix & Service Requests
• Desktop / Laptop / Network Printers Management.
• Basic AV support for conference room& internal events using MTR (Microsoft Teams Room)
• Image Deployment using SCCM & Auto Pilot
• VDI technologies Citrix Xendesktop, Azure cloud PC.
• Laptop AV / endpoint security Management for Mcafee, Cortex XDR.
• User Data Management (OneDrive, Office 365)
• Refresh of old asset from windows 7 to windows 10.
• MTR Video conference support for meeting room and events.
• Vendor coordination for hardware / spare replacement
• Incident Management, service Request management, asset Management
• Support Queue Management to avoid and SLA misses
• Ability to work independently and in a team environment.
• Ability to communicate well with internal and external contacts.
• Provide strong customer service for internal IT teams as well as Business Partners. Work closely with the Server and Networking teams.
• Performing end to end IMAC activity including packaging un-packaging, accepting & delivery of client service assets with proper update of inventory database.
• Experience supporting mobile devices; including configuration and troubleshooting of, iPhone, iPad Android devices.
• Provide investigation, diagnosis, resolution and recovery for hardware / software problems. When unable to resolve, elevate to vendors in accordance with Help Desk escalation processes.
• Maintain overall ownership of user's issue & service ensuring that they receive resolution within a reasonable timeframe.
• Responsible for successful deployment and upgrades of laptops & workstations.
• Ability to work independently and in a team environment.