Service Desk Engineer

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

Job summary

A technology solutions provider in Dubai is seeking a Service Desk Engineer for L1 Support with 2 years of experience in IT assistance. The ideal candidate will respond to support tickets through various channels, manage technical issues, and provide exceptional service to users, including VIPs. Required qualifications include a diploma in technology and Arabic language proficiency, while knowledge of ticketing systems is essential. ITIL certification is a plus.

Qualifications

• 2 years of experience in IT support.
• CompTIA A or CompTIA N certification preferred.
• ITIL certification is an advantage.

Responsibilities

• Respond to IT support tickets and inquiries via email, phone, or ticketing systems.
• Install and configure hardware and software systems.
• Provide professional support to VIP users.

Skills

Arabic communication

Problem-solving

Analytical skills

Time management

Education

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

Tools

Ticketing systems

Computer hardware

Networking

Job description

Overview

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

• 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

Experience

Required Experience:

Manager