IT Support Engineer (Service Desk)

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

Job summary

A leading global well-being company is seeking a Support Engineer in Dubai to provide technical support for desktop and laptop systems. The ideal candidate will have over two years of experience, proficiently manage user accounts, and ensure smooth IT operations. Join a team that values innovation and offers comprehensive benefits including medical insurance and discounts in premium retail stores.

Benefits

Comprehensive medical insurance

Residency sponsorship

Flight allowances

Discounts in retail and pharmacy chain

Qualifications

• 23 years of experience in desktop support or IT helpdesk roles.
• Proficiency in Windows OS (7, 10, 11) and/or macOS troubleshooting.
• Strong problem-solving skills and customer-focused.

Responsibilities

• Provide technical assistance and troubleshooting for end-users.
• Maintain records of support tickets and document IT processes.
• Collaborate with IT teams to enhance system efficiency.

Skills

Windows OS troubleshooting

Basic networking knowledge

Active Directory administration

Office 365 administration

Tools

ticketing systems

remote support tools

monitoring software

Job description

Who we are:

GMG is a global well-being company retailing distributing and manufacturing a portfolio of leading international and home-grown brands across sport everyday goods health and beauty properties and logistics sectors. Under the ownership and management of the Baker family for over 45 years GMG is a valued partner of choice for the worlds most successful and respected brands in the well-being sector. Working across the Middle East North Africa and Asia GMG has introduced more than 120 brands across 12 countries. These include notable home-grown brands such as Sun & Sand Sports Dropkick Supercare Pharmacy Farm Fresh Klassic and international brands like Nike Columbia Converse Timberland Vans Mama Sitas and McCain.

What youll be doing:

The Support Engineer will provide technical assistance and troubleshooting for end-users ensuring the smooth operation of desktop laptop and peripheral systems. The role involves resolving hardware and software issues managing user accounts and maintaining IT assets and documentation. This position requires a customer-focused professional with strong problem-solving skills and a solid understanding of desktop support tools and technologies. The engineer will collaborate with IT teams to enhance system efficiency and provide a seamless user experience.

Job Description:

End-User Support:
- Provide on-site and remote support for desktop/laptop systems printers and other peripherals.
- Address user inquiries troubleshoot technical issues and resolve problems in a timely manner.
System Maintenance:
- Perform regular system updates software installations and patches.
- Ensure anti-virus and endpoint security measures are active and up to date.
Troubleshooting and Repairs:
- Diagnose and resolve hardware failures and software malfunctions.
- Coordinate with vendors for hardware replacements and warranty claims when required.
User Account Management:
- Assist in managing user accounts permissions and access to resources in Active Directory or equivalent systems.
- Support on-boarding and off-boarding processes ensuring proper IT setup for new and departing employees.
Documentation:
- Maintain records of support tickets troubleshooting steps and resolutions.
- Document IT processes FAQs and guides for end-users.
IT Asset Management:
- Track and maintain IT equipment inventory.
- Support asset deployment and reclamation as needed.
Collaboration:
- Work closely with IT teams to address escalated issues and participate in IT projects.
- Provide training to users on basic IT processes and tools.

Functional/Technical Competencies:

Proficiency in Windows OS (7 10 11) and/or macOS troubleshooting.
Basic networking knowledge (IP DNS DHCP VPN).
Familiarity with IT tools like ticketing systems remote support tools and monitoring software.
Hands-on experience with Active Directory and Office 365 administration.

Experience:

23 years of experience in desktop support IT helpdesk or similar roles.

Why Join GMG

At GMG were dedicated to nurturing a vibrant inclusive and engaging work environment that promotes growth innovation and well-being. Join us in our mission to inspire victories that make the world better for our team our consumers and our communities.

If youre seeking a challenging role where you can make a significant impact wed love to hear from you. Apply today to become a part of our journey.

What we offer

• An opportunity to become part of diverse teams with international exposure
• Comprehensive medical insurance for self
• Residency sponsorship and flight allowances for self
• Up to 30% discount in our premium retail sports brand stores
• Up to 20% discount in our pharmacy chain