Technical Support Engineer

Intertec Softwares Pvt Ltd; Dubai; On-site; USD 40,000 - 60,000; Full time

Job summary

A leading company in Dubai seeks a Technical Engineer to provide crucial support for end-user devices under a Managed Services Contract. The role involves maintaining Windows and Mac systems, troubleshooting application issues, and coordinating with IT teams to ensure high customer satisfaction. Candidates must possess relevant technical qualifications and soft skills to manage VIP user support effectively.

Qualifications

• Experience with CompTIA A+, ITIL V3 / V4, Microsoft 365 Certifications preferred.
• 3-4 years of relevant experience required.

Responsibilities

• Provide onsite technical support for Windows and Mac devices, including mobile devices.
• Install, configure, and maintain Antivirus and Endpoint Detection & Response solutions.
• Troubleshoot technical issues and document solutions in knowledge base articles.

Skills

Communication

Interpersonal skills

Team collaboration

Customer satisfaction

Education

3 Year Technical Diploma or Bachelor's degree

Tools

ITSM tools such as Ivanti, BMC, ServiceNow

Job description

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

QUALIFICATION : 3 Year Technical Diploma or Bachelor's degree in related field (preferred).

CERTIFICATIONS : Any one of - CompTIA A+, ITIL V3 / V4, Microsoft 365 Certifications

EXPERIENCE : 3 4 Yrs

RESPONSIBILITIES (INCLUDES ALL TASKS) :

• 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.
• 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.

Technical Engineer • Dubai, Dubai, United Arab Emirates