L2 Desktop Support Engineer

EXCIS COMPLIANCE LIMITED; Dubai; On-site; AED 78,120 - 122,760; Full time

Job summary

EXCIS COMPLIANCE LIMITED in Dubai seeks a hands-on Desktop Support Engineer to deliver on-site IT support for executive users and general staff. You will manage desktops, laptops, printers, and peripherals, troubleshoot hardware, software, OS, and apps, and assist remote users and multiple offices across the region.

The role requires strong knowledge of Windows 10/11, Microsoft 365, AD/AzureAD, and ITSM tools, plus excellent communication and customer service skills.

Qualifications

• 3–8 years of experience in Desktop Support or End-User Computing.
• Strong knowledge of Windows 10/11, Microsoft365, Active Directory, AzureAD, SCCM, Intune, VPN, and endpoint management.
• Experience supporting printers, scanners, mobile devices, and peripheral equipment.
• Basic knowledge of networking (LAN/WAN/Wi‑Fi) and server environments.
• Experience with ITSM tools such as ServiceNow, Jira, or similar ticketing systems.
• Excellent troubleshooting, communication, and customer service skills.
• Ability to prioritize multiple support requests in a fast‑paced environment.
• Fluent in English; knowledge of the local language is an advantage.

Responsibilities

• Act as the primary point of contact for executive users and provide VIP support.
• Perform onsite technical support for desktops, laptops, mobile devices, printers, and peripherals.
• Troubleshoot and resolve hardware, software, operating system, and application issues.
• Support users working remotely or across multiple office locations.
• Perform installation, configuration, imaging, deployment, maintenance, and replacement of desktops and laptops.
• Configure BIOS, operating systems, device drivers, Microsoft applications, VPN, encryption, and endpoint security settings.
• Perform hardware upgrades, software installations, and patch deployments.
• Conduct device refresh and lifecycle replacement activities.
• Handle Install, Move, Add, Change and Decommission IMAC requests.
• Coordinate scheduling with end users and relevant stakeholders.
• Perform data backup and restoration, user profile migration, and workstation configuration.
• Test equipment and applications after implementation to ensure proper functionality.
• Provide basic user orientation following new installations.
• Perform basic troubleshooting of LAN, WAN, Wi‑Fi, and network connectivity issues.
• Provide Level 1 support for voice and data cabling.
• Assist with file and print server support where required.
• Connect and configure end‑user devices to network services.
• Prepare meeting rooms and conference facilities for business meetings and events.
• Provide hands‑and‑feet support for audio‑visual equipment and video conferencing systems.
• Troubleshoot conferencing equipment and coordinate vendor support when necessary.
• Maintain accurate IT asset inventory records.
• Coordinate asset allocation, reconciliation, replacement, and disposal.
• Manage loaner laptops and shared devices where applicable.
• Handle hard disk retention and storage according to company policies.
• Coordinate with internal support teams and third‑party vendors for incident resolution.
• Manage break‑fix activities and warranty replacements.
• Escort vendors onsite when required.
• Support IT deployment projects and office relocations.
• Support employee onboarding and offboarding activities.
• Configure user workstations, applications, and access permissions.
• Assist with secure remote access and portable storage requests.
• Support shared workstation environments and multiple user profiles.
• Ensure all incidents and service requests are accurately documented.
• Maintain detailed ticket updates and obtain end‑user confirmation upon resolution.
• Prepare monthly operational reports.
• Follow change management, security, and IT compliance procedures.

Skills

VIP support

Desktop support

Windows 10/11

Microsoft 365

Active Directory

AzureAD

VPN

End-user computing

Customer service

Networking basics

Job description

WE RE HIRING FOR A DESKTOP SUPPORT ENGINEER IN DUBAI. Excis is a global IT support leader driven by innovation and collaboration. We are seeking a customer‑focused and enthusiastic Onsite IT Support Engineer with a passion for solving IT challenges and delivering exceptional user experiences.

About the Company

Excis is a global IT support leader driven by innovation and collaboration.

Key Responsibilities

• Act as the primary point of contact for executive users and provide VIP support.
• Perform onsite technical support for desktops, laptops, mobile devices, printers, and peripherals.
• Troubleshoot and resolve hardware, software, operating system, and application issues.
• Support users working remotely or across multiple office locations.
• Perform installation, configuration, imaging, deployment, maintenance, and replacement of desktops and laptops.
• Configure BIOS, operating systems, device drivers, Microsoft applications, VPN, encryption, and endpoint security settings.
• Perform hardware upgrades, software installations, and patch deployments.
• Conduct device refresh and lifecycle replacement activities.
• Handle Install, Move, Add, Change and Decommission IMAC requests.
• Coordinate scheduling with end users and relevant stakeholders.
• Perform data backup and restoration, user profile migration, and workstation configuration.
• Test equipment and applications after implementation to ensure proper functionality.
• Provide basic user orientation following new installations.
• Perform basic troubleshooting of LAN, WAN, Wi‑Fi, and network connectivity issues.
• Provide Level 1 support for voice and data cabling.
• Assist with file and print server support where required.
• Connect and configure end‑user devices to network services.
• Prepare meeting rooms and conference facilities for business meetings and events.
• Provide hands‑and‑feet support for audio‑visual equipment and video conferencing systems.
• Troubleshoot conferencing equipment and coordinate vendor support when necessary.
• Maintain accurate IT asset inventory records.
• Coordinate asset allocation, reconciliation, replacement, and disposal.
• Manage loaner laptops and shared devices where applicable.
• Handle hard disk retention and storage according to company policies.
• Coordinate with internal support teams and third‑party vendors for incident resolution.
• Manage break‑fix activities and warranty replacements.
• Escort vendors onsite when required.
• Support IT deployment projects and office relocations.
• Support employee onboarding and offboarding activities.
• Configure user workstations, applications, and access permissions.
• Assist with secure remote access and portable storage requests.
• Support shared workstation environments and multiple user profiles.
• Ensure all incidents and service requests are accurately documented.
• Maintain detailed ticket updates and obtain end‑user confirmation upon resolution.
• Prepare monthly operational reports.
• Follow change management, security, and IT compliance procedures.

Requirements

• 3–8 years of experience in Desktop Support or End‑User Computing.
• Strong knowledge of Windows10/11, Microsoft365, Active Directory, AzureAD, SCCM, Intune, VPN, and endpoint management.
• Experience supporting printers, scanners, mobile devices, and peripheral equipment.
• Basic knowledge of networking (LAN/WAN/Wi‑Fi) and server environments.
• Experience with ITSM tools such as ServiceNow, Jira, or similar ticketing systems.
• Excellent troubleshooting, communication, and customer service skills.
• Ability to prioritize multiple support requests in a fast‑paced environment.
• Fluent in English; knowledge of the local language is an advantage.
• Valid driving license preferred.