L1 Desktop Support Engineer

1 month ago


Dubai, United Arab Emirates Unified Microsystems Full time
The Role
  • Provides first-line support to customers, resolving issues or escalating (to 2nd line support) within the agreed service level agreement . Address user tickets regarding hardware, software, and networking . Traveling to the client's location or connecting via a remote link . First response for desktop and cabling issues. . Install and inspect cabling system infrastructure. . Research and identify solutions to software and hardware issues . Troubleshoot O365 related issues . Hands-on experience in networking, routing, and switching . Diagnose and troubleshoot technical issues, including account setup and network configuration . Works with servers and telephone systems. . Refer to internal database or external resources to provide accurate tech solutions . Ensure all issues are accurately logged . Prioritize and manage several open issues at one time . Follow up with clients to ensure their IT systems are fully functional after troubleshooting . Troubleshoots independently aiming for first time resolution every time, knowing when to escalate when required to ensure consistent work velocity. . Provides detailed information on steps taken on all escalations. Requirements
    • Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role. . Excellent problem-solving and communication skills. . Hands-on experience with Windows 7 thru 10, Windows Server and Mac operating systems. . Knowledge of network security practices . Ability to provide step-by-step technical help, both written and verbal . Must be confident and socially adept. . Experience with Microsoft Office Suite . Must be a fast and pro-active self-leaner. . Must have a positive and helpful attitude towards other colleagues and work in general. . Must be able to handle pressure from time to time and always meet deadlines. . Ability to travel, work shifts and after hours when necessary . Must have excellent time management, prioritisation, scheduling and organisation skills. . Degree in Electronic and Computer Engineering or Computer Science. Desirable . Hold a valid UAE Driving License . Certifications in Microsoft, Linux, Fortinet, Cisco or similar technologies is a plus About the company
      Unified Microsystems is a privately-owned IT Solutions Provider with offices in Dubai, United Arab Emirates and Manila, Philippines. It provides IT solutions for clients in the Middle East, Europe and South East Asia.

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