Service Desk Engineer

Sukoon Insurance; Dubai; On-site; AED 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a dedicated IT Support Engineer to provide Level 2 support for IT systems and endpoints. This role involves ensuring seamless operations through patch management, system upgrades, and security compliance. The ideal candidate will support end-users, including VIPs and branch offices, while maintaining high audit and security standards. Join a dynamic team where your expertise in Windows OS administration and strong multitasking skills will be essential in delivering exceptional service and maintaining compliance across all endpoints. If you thrive in high-demand environments and are ready to make an impact, this opportunity is for you.

Qualifications

• Minimum 3 years in IT with a diploma or degree.
• 5+ years of relevant experience required.

Responsibilities

• Provide Level 2 support for IT systems and endpoints.
• Perform Windows patching and upgrades on endpoints.

Skills

Windows OS administration

Windows patching

SCCM

Manage Engine

ITIL standards

Data backup solutions

Windows 11

Microsoft BitLocker

MDATP

Trend Micro

Network Access Control (NAC)

Hardware troubleshooting

Education

Diploma / Degree in IT

5+ years of experience

ITIL / MCSE certifications

Job description

Job Purpose:

• This role is responsible for providing Level 2 support for IT systems and endpoints, ensuring seamless operations through patch management, system upgrades, and security compliance.
• The engineer will support end-users, including VIPs, branch offices, and headquarters, while maintaining audit and security standards.

Key Responsibilities:

• Perform Windows patching on endpoints (laptops, desktops).
• Ensure all endpoints are upgraded to the latest supported version.
• Provide SCOP end-user support.
• Offer VIP Support and assistance to high-priority users.
• Support Head Office (HO) and Branch users.
• Ensure endpoints are secure, equipped with antivirus protection, and encrypted.

Key Performance Indicators (KPIs):

• Maintain 90%+ compliance for endpoint patching.
• Ensure 90%+ of endpoints are running the latest Microsoft versions.
• Meet Service Level Agreements (SLAs) for IT ticket resolutions.
• Maintain audit compliance with no outstanding corrective actions.

Skills & Expertise Required:

• Strong expertise in Windows OS administration.
• Hands-on experience in Windows patching and upgrades.
• Familiarity with SCCM and Manage Engine.
• Knowledge of ITIL standards for service management.
• Proficiency in data backup solutions.
• Working knowledge of Windows 11.
• Ability to address audit requirements.
• Strong understanding of Microsoft BitLocker, MDATP, Trend Micro.
• Experience with Network Access Control (NAC).
• Practical experience handling various endpoints (Laptops / Desktops / VMs / VDI / AVD).
• Good hardware troubleshooting skills.

Competencies & Work Ethic

• Strong multitasking skills.
• Ability to perform under pressure in high-demand environments.
• Willingness to support outside office hours when required.
• Availability for weekend support, if necessary.
• Always on standby for IT changes and implementations.

Education & Qualifications:

• Diploma / Degree in IT (Minimum 3 years)
• 5+ years of experience in a relevant field
• Certifications such as ITIL / MCSE