Desktop Support

Kryptos Technologies limited; Kuwait City; On-site; Confidential; Full time

Job summary

Kryptos Technologies limited is seeking an experienced Desktop Support Engineer in Kuwait to support a global workforce. The role covers IMAC activities, incident management for hardware, OS, Citrix VDI, and VIP end-user support with weekly on-call rotations.

The candidate will assist onboarding/offboarding, participate in major rollouts (Windows 11, MEM, VPN), and ensure thorough documentation and training for end users.

Qualifications

• Proven hardware troubleshooting skills for PCs and peripherals.
• Experience patching OS, updating apps, and managing Citrix VDI environments.
• Familiar with Windows 11 rollout and domain migration projects.
• Excellent written and spoken communication; strong documentation habits.
• Able to juggle multiple priorities and work under pressure.
• Experience delivering VIP support and global end-user training.

Responsibilities

• Perform IMAC activities and device refresh (~25%).
• Handle incidents for hardware, OS, apps, Citrix VDI, printers, and conference tech.
• Provide on-call Tier 1/2 security incident support (weekly rotation).
• Onboard/offboard users; fulfill IT requests as needed.
• Support Windows 11 rollout, MEM deployment, and VPN/config tasks.
• KTLO: inventory, storage clean-up, asset disposal.
• Create/test new images; conduct User Acceptance Testing.
• Manage OS/app patches and feature updates.

Skills

Hardware troubleshooting

OS patching & Citrix VDI

Windows 11 rollout

Communication & documentation

Multi-tasking under pressure

VIP support & training

Education

Bachelor’s degree in CS/IT

Certifications (CompTIA A+, modern desktop)

Tools

MEM

Job description

Tasks

Desktop Support Engineer

Kuwait

6 months extendable

About the Role

We are seeking an experienced Desktop Support Specialist to provide comprehensive IT support and ensure seamless operations for our global workforce. This role involves managing day-to-day technical issues, onboarding/offboarding processes, project rollouts, and delivering exceptional VIP support.

Roles & Responsibilities

• Perform IMAC (Install, Move, Add, Change) activities, including annual device refresh (~25%).
• Manage incidents (Break/Fix) for hardware, OS, applications, Citrix VDI, printers, connectivity, and conference room technology.
• Provide on-call support for Tier 1 and Tier 2 security incident tickets (weekly rotation).
• Handle onboarding/offboarding tasks and miscellaneous IT requests.
• Support initiatives such as Windows 11 rollout, domain migration, MEM rollout, Citrix VDI rollout, AV rollout, posture check rollout, and hardware refresh.
• Perform KTLO activities: inventory management, storage clean‑up, asset disposal.
• Conduct User Acceptance Testing for new images and projects.
• Manage OS and application patching/feature updates.
• Deliver global new‑hire IT orientation and remote training.
• Create and maintain end‑user instructions and technical documentation.
• Support company‑wide town halls and customer engagement events.
• License provisioning/deprovisioning for platforms like Adobe Creative Cloud, Visual Studio/MSDN, SnagIt, Camtasia, Printer Logic.
• Ensure effective ticket and queue management.
• Provide VIP support for Customer C and C+1 team (~75 users).
• Interface with hardware vendors for planning and problem resolution.
• Configure and troubleshoot VPN clients; coordinate with Command Center.
• Perform secure data deletion before disposal or user reassignment.

Required Skills & Qualifications

• Strong knowledge of hardware troubleshooting for PCs and peripherals.
• Experience with OS patching, application updates, and Citrix VDI environments.
• Familiarity with Windows 11 rollout and domain migration.
• Excellent communication and documentation skills.
• Ability to manage multiple priorities and work under pressure.
• Experience in handling VIP support and global end‑user training.

Requirements

Preferred Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• IT certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or equivalent.
• Experience with MEM (Microsoft Endpoint Manager) and enterprise‑level device management.
• Knowledge of ITIL processes and best practices.
• Prior experience in global IT support environments and handling large‑scale rollouts.
• Familiarity with security incident management and compliance standards.

Key Competencies

• Technical Expertise: Proficient in end‑user computing and troubleshooting across hardware, OS, and applications.
• Problem‑Solving: Ability to diagnose and resolve complex technical issues quickly.
• Customer Focus: Strong commitment to delivering high‑quality support and ensuring user satisfaction.
• Collaboration: Skilled in working with cross‑functional teams and external vendors.
• Adaptability: Comfortable handling urgent requests and dynamic priorities.
• Communication: Clear and professional communication for training, documentation, and stakeholder updates.
• Process Orientation: Attention to detail in ticket management and compliance.