Technical Support Engineer

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

Job summary

A technology solutions company in Dubai seeks a Technical Support Engineer to provide comprehensive onsite support for Windows and Mac devices. Key responsibilities include troubleshooting Office 365 applications and managing IT security tickets. The ideal candidate will possess ITIL knowledge and excellent communication skills for effective collaboration. This role offers a dynamic work environment with opportunities for professional growth.

Qualifications

• Awareness of ITIL best practices and experience with ITSM tools.
• Knowledge of IMAC processes.
• Physical ability to assist in bulk asset movement.

Responsibilities

• Provide onsite technical support for Windows and Mac devices.
• Support and troubleshoot Office 365 applications.
• Conduct basic network troubleshooting.

Skills

ITIL best practices

Office 365 support

Customer service

Tools

Ivanti

BMC

ServiceNow

Job description

Overview

JOB DESCRIPTION

JOB TITLE: Technical Support Engineer

JOB PURPOSE: For technical support for End User Devices being managed under Managed Services Contract of DHA

Responsibilities

• Provide onsite technical support for Windows and Mac devices including mobile devices (tablets and laptops).
• Install configure and maintain Antivirus and Endpoint Detection & Response (EDR) solutions.
• Perform MDM (Mobile Device Management) enrolment.
• Support and troubleshoot Office 365 applications OneDrive and VPN client applications.
• Conduct basic network troubleshooting (LAN Wi-Fi and VPN issues).
• Perform OS imaging deployment and configuration of new laptops.
• Manage end-user-related IT Security tickets.
• Provide prompt and effective support for VIP users ensuring minimal disruption.
• Participate in bulk asset movement including device preparation and deployment.
• Perform spare parts replacement for laptops and CPUs.
• Provide L1 support for Printers Smart TVs Audio and Video conferencing equipment.
• Provide L1 stand in support in Boardrooms and Meeting rooms.
• Troubleshoot technical issues and document solutions in knowledge base articles.
• Document incidents resolutions and maintain accurate service records.

Technical Skills / Competencies

MANDATORY

• Awareness of ITIL best practices and experience with ITSM tools such as Ivanti BMC ServiceNow etc.
• Knowledge of IMAC (Install Move Add Change) processes.
• Physical ability to participate in bulk asset movement.

OPTIONAL

• CompTIA A
• Microsoft 365 Certifications
• ITIL V3/V4

Soft Skills

• Excellent communication and interpersonal skills.
• Ability to handle VIP user issues with professionalism.
• Ability to work effectively in a team and maintain high customer satisfaction.
• Collaborate with other IT teams to ensure seamless support and issue resolution.