Support Engineer (Helpdesk)

GMG; Dubai; On-site; AED 67,000 - 100,000; Full time

Job summary

GMG in Dubai is seeking a Support Engineer to provide hands-on end-user IT support, covering desktops, laptops, printers, and peripherals. You will handle incident response, account management, asset tracking, and documentation to ensure smooth daily operations.

The role requires 2–3 years in desktop support or helpdesk, with strong problem-solving skills and familiarity with AD, Office 365, and basic networking.

Qualifications

• Bachelor's degree or diploma in IT or related field, or equivalent practical experience.
• 2–3 years of experience in desktop support or IT helpdesk.
• Hands-on experience with AD and Office 365 administration.

Responsibilities

• Provide on-site and remote support for desktop/laptop systems, printers, and other peripherals.
• Perform regular system updates, software installations, and patches; ensure security measures are active.
• Diagnose and resolve hardware failures and software malfunctions; coordinate with vendors for replacements.
• Assist in managing user accounts, permissions, and access in Active Directory or equivalents.
• Maintain records of support tickets, troubleshooting steps, and resolutions.
• Track and maintain IT equipment inventory; support asset deployment and reclamation.

Skills

Desktop support

Active Directory

Office 365 administration

Windows troubleshooting

macOS troubleshooting

Networking basics

Education

Bachelor's degree or Diploma in IT/CS

Equivalent practical experience

Tools

Ticketing systems

Remote support tools

Monitoring software

Job description

The Support Engineer will provide technical assistance and troubleshooting for end-users, ensuring the smooth operation of desktop, laptop, and peripheral systems. The role involves resolving hardware and software issues, managing user accounts, and maintaining IT assets and documentation. This position requires a customer-focused professional with strong problem-solving skills and a solid understanding of desktop support tools and technologies. The engineer will collaborate with IT teams to enhance system efficiency and provide a seamless user experience.

Key Success Drivers including Accountabilities and Responsibilities:

End-User Support:

• Provide on-site and remote support for desktop/laptop systems, printers, and other peripherals.
• Address user inquiries, troubleshoot technical issues, and resolve problems in a timely manner.

System Maintenance:

• Perform regular system updates, software installations, and patches.
• Ensure anti-virus and endpoint security measures are active and up to date.

Troubleshooting and Repairs:

• Diagnose and resolve hardware failures and software malfunctions.
• Coordinate with vendors for hardware replacements and warranty claims when required.

User Account Management:

• Assist in managing user accounts, permissions, and access to resources in Active Directory or equivalent systems.
• Support on-boarding and off-boarding processes, ensuring proper IT setup for new and departing employees.

Documentation:

• Maintain records of support tickets, troubleshooting steps, and resolutions.
• Document IT processes, FAQs, and guides for end-users.

IT Asset Management:

• Track and maintain IT equipment inventory.
• Support asset deployment and reclamation as needed.
• Work closely with IT teams to address escalated issues and participate in IT projects.
• Provide training to users on basic IT processes and tools.
• Proficiency in Windows OS (7, 10, 11) and/or macOS troubleshooting.
• Basic networking knowledge (IP, DNS, DHCP, VPN).
• Familiarity with IT tools like ticketing systems, remote support tools, and monitoring software.
• Hands-on experience with Active Directory and Office 365 administration.

Educational Qualifications:

Bachelor's degree Or Diploma in IT, Computer Science, or a related field (or equivalent practical experience).

Experience:

2–3 years of experience in desktop support, IT helpdesk, or similar roles.