Technical Specialist – End User Support/ Desktop Support Engineer

Intertec Systems LLC; Abu Dhabi; On-site; AED 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a skilled IT Support Specialist to join their dynamic team. This role involves providing exceptional technical support, troubleshooting hardware and network issues, and managing user accounts. The ideal candidate will possess strong communication skills in both English and Arabic, along with a solid understanding of ITIL practices and remote support tools. You will have the opportunity to work in a fast-paced environment, adapting to new technologies while ensuring user satisfaction. If you are passionate about technology and eager to contribute to a collaborative team, this position is perfect for you.

Qualifications

• Strong communication skills in English and Arabic.
• Experience with ITIL certification and ticketing systems.
• Ability to troubleshoot and resolve hardware and network issues.

Responsibilities

• Provide technical support for hardware, software, and network issues.
• Manage user accounts and permissions effectively.
• Create and maintain technical documentation and management reports.

Skills

Communication Skills

Troubleshooting Hardware Issues

Operating System Installation

Network Configuration

User Account Management

Technical Documentation

ITIL Certification

Remote Support Tools

Cloud Platforms

Active Directory

Education

Bachelor of Technology/Engineering in Computers

Tools

ServiceNow

TeamViewer

AWS

Azure

Google Cloud

Exchange

Office 365

Job description

Bachelor of Technology/Engineering in Computers, Electronics, or Telecommunication.

Nationality: Any

Gender: Male

Vacancy: 1

Job Description

1. Excellent communication skills in English and Arabic.
2. Troubleshoot and resolve hardware issues (CPU, RAM, storage, peripherals).
3. Ask targeted questions to diagnose problems and guide users with step-by-step instructions.
4. Install, configure, and maintain operating systems (Windows, macOS).
5. Deploy and support software applications (productivity suites, antivirus, security tools).
6. Provide technical support for printers, scanners, and peripherals.
7. Troubleshoot network connectivity issues (wireless and wired).
8. Configure network settings and troubleshoot VPN connections.
9. User account management: create, modify, delete accounts, manage permissions.
10. Provide remote support via tools like TeamViewer or Remote Desktop.
11. Visit user workstations for issues that cannot be resolved remotely.
12. Identify root causes for repeated incidents.
13. Manage IT assets, including hardware and software licenses.
14. Create and maintain technical documentation and user guides.
15. Provide management reports (statistics, trend analysis, corrective actions).
16. Update skills with new technology rollouts.
17. Gather and analyze user requirements, make recommendations.
18. Report misuse and misappropriation of IT assets.
19. Perform additional duties as assigned.

Technical Skills / Competencies

Mandatory:

• ITIL certification (Foundation or higher).
• Experience with ticketing systems (e.g., ServiceNow, HPSM).
• Experience with remote support tools (e.g., TeamViewer, RDP).
• Familiarity with cloud platforms (AWS, Azure, Google Cloud).
• Experience with Active Directory, Exchange, Office 365.

Soft Skills

• Ability to explain technical concepts clearly.
• Effective listening and problem understanding.
• Patience and empathy with users.
• Build rapport and trust with end-users.
• Teamwork and collaboration skills.
• Knowledge sharing and willingness to learn.

Note: Work may involve outside business hours and adapting to a fast-paced environment. Continuous learning is essential.

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Since 1991, Intertec Systems has supported organizations' IT needs with comprehensive solutions.

Location: Deira Level 2, Sobha Sapphire Business Bay, Dubai, UAE.