Service Desk Engineer

Intertec Softwares Pvt Ltd; Dubai; On-site; AED 60,000 - 80,000; Full time

Job summary

A technology company in Dubai seeks a skilled Service Desk Engineer for L1 support. The ideal candidate will have a diploma in technology, 2 years of experience, and excellent problem-solving skills. Responsibilities include managing IT tickets, assisting users, and providing training. Arabic speaking is mandatory. This role offers a dynamic work environment and opportunities to enhance IT skills.

Qualifications

• 2 years of experience in IT support or Service Desk role.
• Strong understanding of computer systems and networking.
• ITIL certification is an added advantage.

Responsibilities

• Respond to IT support tickets via email, phone, and ticketing systems.
• Troubleshoot and diagnose technical issues.
• Onboard new users and provide training on IT tools.

Skills

IT support

Problem-solving

Analytical skills

Communication

Time Management

Education

Diploma in Technology or Equivalent

Tools

Ticketing systems

Job description

JOB DESCRIPTION

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 (INCLUDES ALL TASKS):

• 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