Senior Service Desk Engineer - Dubai | Windows, MS 365, AD

Sanvi Engineering And Business Consulting Solutions; Dubai; Sur place; AED 112 000 - 134 000; Plein temps

Résumé du poste

Sanvi Engineering And Business Consulting Solutions in Dubai, UAE, seeks a Senior Service Desk Agent with 5-7 years in Managed Services or Service Desk. You will act as the senior technical resolver, handling the most complex contacts at first or second touch and guiding analysts.

Requirements include fluency in Arabic and English, a relevant IT degree or diploma, and ITIL Foundation. The role requires rotating shifts including weekends; familiarity with Windows, AD, Exchange Online, and ITSM

Qualifications

• 5-7 years in Managed Services / Service Desk environment.
• Arabic MUST – Mandatory & Non-Negotiable; English proficiency required.
• Experience with IT Managed Services & Consulting Company.
• Willing to work rotating shifts including weekends and examination periods.

Responsabilités

• Resolve escalated and technically complex contacts at first or second touch to maximize first contact resolution.
• Provide floor-level technical guidance and mentoring to Tier 1 Analysts.
• Author and maintain knowledge articles for recurring and newly emerging issues.
• Handle VIP-adjacent and politically sensitive contacts routed to the desk.
• Support major incident information gathering, early triage and impact assessment.
• Identify problem candidates from repeat contact patterns and raise them into Problem Management.
• Support quality assurance by reviewing ticket quality and diagnostic completeness.
• Act as technical point of reference during periods without Supervisor cover.

Connaissances

Windows troubleshooting

Microsoft 365

Active Directory

Networking troubleshooting

ITSM tools

PowerShell

Knowledge articles

Formation

Bachelor's degree in IT

ITIL Foundation

Microsoft certifications (MD-102/MS-900)

Outils

ITSM platform

Endpoint management tools

PowerShell

Description du poste

Sanvi Engineering And Business Consulting Solutions in Dubai, UAE, seeks a Senior Service Desk Agent with 5-7 years in Managed Services or Service Desk. You will act as the senior technical resolver, handling the most complex contacts at first or second touch and guiding analysts.

Requirements include fluency in Arabic and English, a relevant IT degree or diploma, and ITIL Foundation. The role requires rotating shifts including weekends; familiarity with Windows, AD, Exchange Online, and ITSM