Service Desk Engineer

Intertec Softwares; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A technology solutions firm in Dubai is looking for a Service Desk Engineer to provide L1 support. The ideal candidate will have a Diploma in Technology, at least 2 years of experience, and be fluent in Arabic. Responsibilities include responding to IT support tickets, troubleshooting issues, and managing user accounts. CompTIA A or CompTIA N certification is required, while ITIL is a plus.

Qualifications

• Must have 2 years of experience in a relevant IT support role.
• CompTIA A or CompTIA N certificate required; ITIL certification preferred.
• Should be able to communicate effectively in Arabic.

Responsibilities

• Respond to IT support tickets and inquiries via email, phone, or ticketing systems.
• Provide IT assistance to users, managing user accounts in Active Directory.
• Diagnose and troubleshoot hardware and software issues.

Skills

Excellent communication skills

Time Management

Analytical and problem-solving skills

Basic networking experience

Experience in ticketing systems

Education

Diploma in Technology B.E/B. Tech or Equivalent

Tools

Ticketing systems

Operating Systems

Job description

Overview

Job Title: Service Desk Engineer

Job Purpose: L1 Support

Qualification: Diploma in Technology B.E/B. Tech or Equivalent

Certifications: CompTIA A or CompTIA N or any certificate from Microsoft

Experience: 2 years

Reporting To: Service Delivery Manager

Responsibilities

• Responding to IT support tickets and inquiries via various channels such as email phone or ticketing systems and documenting solutions and resolutions.
• Handling solving and logging the technical tickets in ticketing system.
• Provide quick and effective assistance with IT systems to all users.
• Prepare IT assets to the users to meet the requirement.
• Responding in a timely manner to technical issues and requests with high quality to meet SLA.
• Installing and configuring computer hardware software systems networks printers and scanners.
• Manage users account in AD and exchange server.
• Analyzing and diagnosing issues and malfunctions with troubleshooting hardware and software.
• Onboarding new users.
• Excellent problem-solving and analytical skills.
• The ability to break down technological processes and deliver clear step-by-step instructions to users.
• Provide professional support to VIP users.
• Troubleshooting and diagnosing IT problems identifying root causes and implementing solutions to minimize downtime and disruptions.
• Assisting with the setup and deployment of new devices including computers printers and mobile devices.
• Providing training and guidance to end-users on IT tools applications and best practices to enhance their productivity and technical proficiency.
• Work with the team to provide high quality IT services to the users.
• Must be able to communicate in Arabic.
• ITIL certification will be an added advantage.

Technical Skills / Competencies

• Comprehensive knowledge of computer systems and experience troubleshooting hardware and software.
• Basic networking experience.
• Comprehensive experience in OS systems.
• Proven experience in ticketing systems.

Soft Skills

Mandatory

• Excellent communication skills both written and verbal
• Time Management.
• Research Skills.
• Attention to details.
• Patience.
• Work under pressure.
• Multitask Management
• Analytical and problem-solving skills
• Teamworking skills
• Arabic Speaking and Writing

Optional

• ITIL
• MCSA
• CCNA