Technical Support Engineer

Intertec Systems; Abu Dhabi; On-site; AED 60,000 - 96,000; Full time

Job summary

Intertec Systems in Abu Dhabi seeks an IT Helpdesk Analyst to handle customer calls and assist end users on Desktop/Laptop issues. A Bachelor’s degree in IT, 3 years’ experience, and ITIL knowledge with certification are required.

Fluent English and Arabic are essential, with experience in ticketing systems and remote support tools. You will log requests, troubleshoot hardware/software/network problems, provide first level resolution, and escalate to second level when needed.

Qualifications

• Bachelor’s degree in IT or related field.
• ITIL Foundation or higher certification.
• Experience with ticketing systems (ServiceNow, HPSM, ManageEngine, 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.
• Excellent English and Arabic communication skills.
• 3 years of IT Helpdesk experience.

Responsibilities

• Handle communications to IT Helpdesk via phone, email, chat, and walk-ins.
• Provide first level support for desktop/laptop issues.
• Log calls in the Service Desk system and track status.
• Troubleshoot hardware, software, network issues.
• Escalate to second level when needed.
• Install software and manage desktops broadly.
• Maintain knowledge base and SLA/KPIs.
• Communicate FAQs and policies to users.
• Promote security best practices and educated users.
• Assist in root cause analysis and reporting.

Skills

English & Arabic communication

First level IT support

Ticketing systems experience

Education

Bachelor's degree in IT

Tools

ServiceNow

HPSM

ManageEngine

Ivanti

TeamViewer

Remote Desktop

Job description

Job Purpose: To handle customer calls and assist end user on Desktop/Laptop related issues.

Qualification: Bachelor’s degree with knowledge of IT

Certification: Mandatory knowledge of Microsoft products and ITIL Processes

Experience: 3 Years

Responsibilities:

• Attend to all communications to IT Helpdesk (phone, email, Self Service, chat, walk-in)
• Use phone etiquette while dealing with users
• Excellent communications skills in English & Arabic
• Provide first level support to users and improve first level resolution percentage.
• Log the calls and requests in the Service Desk System (Prefer candidates worked on different ticketing tools)
• Troubleshoot and resolve common IT issues related to hardware, software, network connectivity, and applications.
• Prioritize and manage multiple support requests simultaneously.
• Decide on priorities and impact for the Helpdesk calls and mobilize support team for immediate resolution for high critical incidents.
• Attempt to resolve incidents directly (e.g. over the phone or via remote management) as first level support and on-site assistance as needed.
• If immediate resolution is not possible, assign requests to second level personnel
• Communicate with users regarding use of FAQs, Policies, and Procedures.
• Proactively look at root causes for repeated incidents.
• Track progress and provide call status information to users
• Provide management reports (Statistics, Trend analysis, Corrective Action)
• Perform software installations (individual and group rollouts)
• Manage knowledgebase, FAQs, etc.
• Maintain list of IT Services, Service Assignment Groups, SLAs, KPIs.
• Notify support personnel about variance and update Service Desk System for reasons and justification.
• Improve skills in line with the new technology roll outs in the IT Department
• Provide guidance to Service Desk Team members and share the knowledge
• Communicate with users regarding new services, planned service disruptions and other bulletin messages
• Establish process to facilitate knowledge transfer and foster services sustainability
• Perform other duties and responsibilities related to the job and as assigned by line Manager.
• Knowledge of ITIL processes is must and certification will be an added advantage.
• Desktop administration activities like Windows installation and administration task.
• Promote security awareness among users by educating them about best practices and identifying potential security risks.

Mandatory:

• ITIL certification (Foundation level or higher).
• Experience with ticketing systems (e.g., ServiceNow, HPSM, Manage Engine, Ivanti).
• Experience with remote support tools (e.g., TeamViewer, Remote Desktop).
• Familiarity with cloud platforms (e.g., AWS, Azure, Google Cloud).
• Experience with Active Directory, Exchange, and Office 365.
• The IT Service Desk Analyst will work in a fast-paced environment and must be able to adapt to changing priorities.
• The role may involve working outside of regular business hours to support critical systems (24x7).
• A strong commitment to continuous learning and professional development is essential.
• Ability to explain technical concepts in a clear and understandable manner to non-technical users.
• Effective listening skills to accurately understand user problems and concerns.
• Patience and 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, collaborating with other IT professionals.
• Willingness to share knowledge and assist colleagues.
• Ability to adapt to changing priorities and work environments.
• Openness to learning new technologies and processes