Sr. End User Support/ Desktop Support Engineer

Confidential Company; Abu Dhabi; On-site; AED 120,000 - 180,000; Full time

Job summary

Confidential Company is seeking an IT Support/Helpdesk professional in Abu Dhabi to manage desktop and laptop operations, troubleshoot hardware and software issues, and provide remote assistance. The role involves configuring operating systems, supporting cloud services, and maintaining IT assets.

The candidate should be ITIL certified, experienced with ticketing systems, remote support tools, and familiar with Active Directory, Exchange, and Office 365.

Qualifications

• ITIL-certified (Foundation or higher) is mandatory.
• Experience with ticketing systems (ServiceNow, HPSM, Manage Engine, Ivanti).
• Experience with remote support tools (TeamViewer, Remote Desktop).
• Familiarity with cloud platforms (AWS, Azure, Google Cloud).
• Experience with Active Directory, Exchange, and Office 365.
• Ability to explain technical concepts clearly to non-technical users.
• Effective listening skills and patience when dealing with users.
• Ability to work in a team and adapt to changing priorities.
• Willingness to learn new technologies and work outside regular hours for critical systems.

Responsibilities

• Handle customer calls and ensure smooth operation of desktops and laptops.
• Resolve hardware and software issues to maintain productivity.
• Troubleshoot hardware components and peripherals.
• Guide users with step-by-step instructions.
• Provide remote technical support using tools like TeamViewer or Remote Desktop.
• Visit user workstations to resolve issues not addressable remotely.
• Proactively analyze root causes for repeated incidents.
• Create and maintain IT asset tracking and technical documentation.
• Prepare management reports and trend analyses.

Skills

Customer support

Technical communication

Team collaboration

Problem solving

Patience & empathy

Adaptability

Education

ITIL Foundation

ITIL v4 (Foundation+)

Tools

ServiceNow

HPSM

ManageEngine

Ivanti

TeamViewer

Remote Desktop

Active Directory

Exchange

Office 365

AWS

Azure

Google Cloud

Job description

Responsibilities

• Handle customer calls and ensure smooth operation of desktop computers laptops and related devices
• Resolve hardware and software issues to maintain productivity
• Troubleshoot and resolve issues related to hardware components CPU RAM storage peripherals
• Ask targeted questions to diagnose problems
• Guide users with simple step-by-step instructions
• Install configure and maintain operating systems Windows macOS
• Deploy and support software applications productivity suites antivirus security tools
• Provide technical assistance with printers scanners and other peripherals
• Troubleshoot network connectivity issues including wireless and wired connections
• Configure network settings and troubleshoot VPN connections
• User Account Management - Create modify and delete user accounts
• Manage user permissions and access rights
• Provide remote technical support using tools like TeamViewer or Remote Desktop
• Visit user workstations to resolve hardware or software issues that cannot be addressed remotely
• Proactively analyze root causes for repeated incidents
• Track and manage IT assets including computers peripherals and software licenses
• Create and maintain technical documentation KBs for troubleshooting procedures and user guides
• Provide management reports Statistics Trend analysis Corrective Action
• Perform remote software distribution
• Improve skills in line with new technology rollouts in the IT Department
• Gather user requirements analyze them and make recommendations
• Identify misuse and misappropriation of IT assets and report violations to IT Management
• Perform other duties and responsibilities as assigned by line Manager

Requirements

• Knowledge of Microsoft products and ITIL Processes (mandatory ITIL certification Foundation level or higher)
• Experience with ticketing systems (ServiceNow, HPSM, Manage Engine, Ivanti)
• Experience with remote support tools (TeamViewer, Remote Desktop)
• Familiarity with cloud platforms (AWS, Azure, Google Cloud)
• Experience with Active Directory, Exchange, and Office 365
• Ability to explain technical concepts clearly to non-technical users
• Effective listening skills
• Patience, empathy to deal with frustrated or anxious users
• Ability to build rapport and trust with end-users
• Ability to work effectively as part of a team
• Willingness to share knowledge and assist colleagues
• Ability to adapt to changing priorities and work environments
• Openness to learning new technologies and processes
• Adaptability to work outside regular business hours for critical systems
• Strong commitment to continuous learning and professional development