Senior Desktop Support Engineer - Remote & On-Site

WE SEARCH INFO SOLUTIONS PRIVATE LIMITED; Abu Dhabi; On-site; AED 60,000 - 120,000; Full time

Job summary

WE SEARCH INFO SOLUTIONS PRIVATE LIMITED in Abu Dhabi seeks a Desktop Support Engineer to deliver on-site and remote end-user support across the IT environment, installing, diagnosing, repairing and upgrading hardware and software to ensure optimal workstation performance.

You will manage user accounts, support Windows and macOS, Office 365, ITIL-compliant processes, and coordinate with vendors for escalations while maintaining documentation in the Service Desk system.

Qualifications

• Minimum 4 years of experience in desktop/end-user support or IT helpdesk
• Strong knowledge of PCs, laptops, desktops hardware and peripherals
• Solid understanding of network protocols, operating systems and IT standards
• Experience with diagnostic and asset management tools and ticketing systems

Responsibilities

• Provide on-site and remote support for desktops, laptops, printers, scanners, IP phones, mobile devices and other peripherals.
• Troubleshoot and resolve hardware, software and network issues; escalate to Tier 2/3 per ITSM rules.
• Assess urgency and business impact for all support requests.
• Manage service requests including new computer setups, software installs and upgrades.
• Document incident resolutions and updates in the Service Desk tool.
• Install, configure, support and troubleshoot Windows and macOS, Office 365 applications.
• Maintain and repair computers, laptops, printers and other peripherals.
• Provide user account management including Active Directory accounts and password resets.
• Use diagnostic tools and methodologies for network, workstation, and mobile device issues.
• Contribute to preventative maintenance and reducing recurring issues.
• Collaborate with vendors and IT teams to resolve issues efficiently.
• Support branch setups, upgrades and IT projects as required.
• Guide end-users on software, hardware, and peripheral device usage.
• Monitor trends to improve support processes.
• Maintain IT policy compliance (ITIL/ISO 20000/27001).

Skills

Windows OS

Active Directory

Intune / MEM

SCCM

Hardware troubleshooting

Remote support

MS Office 365

VPN / networking basics

ITIL awareness

Education

Diploma or degree in Computer Science/IT

ITIL Foundation

Microsoft certifications (MCP/MCSA/MCSE)

CompTIA A+/Network+ (desirable)

Tools

SCCM

Lansweeper

ManageEngine Desktop Central

Microsoft Intune

Job description

WE SEARCH INFO SOLUTIONS PRIVATE LIMITED in Abu Dhabi seeks a Desktop Support Engineer to deliver on-site and remote end-user support across the IT environment, installing, diagnosing, repairing and upgrading hardware and software to ensure optimal workstation performance.

You will manage user accounts, support Windows and macOS, Office 365, ITIL-compliant processes, and coordinate with vendors for escalations while maintaining documentation in the Service Desk system.