Senior End User Support Engineer

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

Job summary

A leading technology solutions provider in Dubai is looking for a Senior End User Engineer to manage service incidents and requests. The role requires expertise in troubleshooting computer hardware and software, excellent customer communication skills, and adaptability to changing situations. The ideal candidate will have a Bachelor's degree and relevant certifications. Join our team to contribute to technological advancements and provide top-tier support to users.

Qualifications

• Experience as End User Support.
• Familiarity with Windows OS & user interface.
• Ability to handle asynchronous and multiple chat sessions simultaneously.

Responsibilities

• Identifying, diagnosing, and resolving level one issues in computer hardware and software.
• Installing and upgrading hardware & software.
• Providing general desktop support and project coordination.

Skills

Good verbal & written English communication skills

Customer focus

Problem-solving

Team player

Adaptability to change

Education

Bachelor’s degree

Master's degree in relevant fields

Tools

CompTIA A+/ N+

M365 Identity & Access Management

Intune/MDE/MS SharePoint/Patch Management

Job description

The Senior End User Engineer is responsible for managing the product life cycle of all service-raised incidents (incident control) and all service requests (request control), requiring the use of knowledge management.

Responsibilities

• The Identifying, diagnosing, and resolving the level one issues in computer hardware and software in a mainframe system such as laptops and PCs
• Installing and upgrading hardware &software
• Providing complete assistance while configuring hardware, software, and peripherals of the end users
• Providing general desktop support, project coordination, imaging/ re-imaging PCs, and laptops
• Providing one on one assistance to the end user regarding the technical flaw, either by phone, mails, or in person
• Resolving network related issues like local area connection problem, network access, mails, internet, dial-ins, etc.
• Coordinating with the third-party service provider for timely repair of the system under the maintenance agreement warranty
• Repairing minor flaws in hardware if not covered under the same
• Supporting and assisting colleagues and working with other support groups and vendors for solving level two issues
• Developing strategies, assisting with designs and applications, software testing, development, and up gradation with level two support for preventing technical breakdown in future
• Monitoring and analysing the performance of upgraded system, keeping track of its performance, reliability, risks, and benefits
• Helping network technicians for creating user end informative materials like brochures and leaflets, updating themselves on the latest IP policies, and other technical controls
• Helping in installation of other peripherals like printers, scanners, etc., cabling systems like local area network cables, network interface cards, wired switches, etc.

Key Competencies

• Good verbal & written English communication skills
• Good understanding of social media & should have active Social Media presence across key social media channels – TW / FB etc.
• Has a good understanding of computer fundamentals – Laptop/Desktop hardware
• Familiarity with Windows OS & user interface
• Top notch customer focus, chat etiquette and work ethics
• Ability to handle asynchronous and multiple chat sessions simultaneously
• Must be a good team player, willing to collaborate and work with peers to achieve common business objectives
• Adaptable – someone who can deal with ambiguous situations and embrace change
• Ability to work under pressure with calmness and composure
• Strong problem-solving and trouble‑shooting skills using operational and diagnostic procedures
• Technically proficient to be able to understand, isolate the root cause and help resolve the issues reported on Social Media Platforms.
• Ability to take on shift work, holidays, weekends, and on‑call responsibilities
• Performed remote support administration via Microsoft Remote Desktop and Microsoft Management Console snap‑ins.
• Implemented remote desktop software to multiple computer systems at different locations.

Minimum Qualifications

Education

• Bachelor’s degree
• Master's degree in relevant fields

Experience

• Experience as End User Support

Skills / Training

• Certifications – CompTIA A+/ N+
• M365 Identity & Access Management
• Intune/MDE/MS SharePoint/Patch Management