DeskStop Engineer

Role Purpose

Shared Provide on-site and remote IT support across an assigned school site or cluster of sites keeping end-user devices classroom technology local server network infrastructure and site documentation in good working order while maintaining accurate well-diagnosed tickets in the ITSM tool and escalating appropriately to central L2 L3 teams

X-Small Roving covers up to 4 sites on a published visit schedule with the highest travel component of the three tiers

Small near-resident on 1 2 sites providing close to full-time on-site presence

Medium covers a cluster with greater device density and infrastructure complexity requiring more independent server network ownership

Key Responsibilities

Shared Across All Tiers

• 1 Deliver first- and second-line IT support for end-user devices classroom technology printers and peripherals at assigned site s
• 2 Perform routine server room checks environmental conditions UPS status backup job verification physical health of racked equipment
• 3 Carry out basic-to-day-to-day Windows Server administration under central delegated direction service restarts patch validation event log review print file service checks
• 4 Perform Active Directory tasks under delegated rights account unlocks password resets group membership computer object management troubleshoot basic Group Policy issues
• 5 Install image configure and decommission end-user devices classroom technology and peripherals manage joiner mover leaver device provisioning
• 6 Provide first-line network support patch panel work switch port identification configuration access point replacement Wi-Fi and LAN troubleshooting
• 7 Support Microsoft 365 end users Outlook Teams OneDrive SharePoint
• 8 Support examination sessions and computer lab readiness pre-exam checks and standby cover during sessions
• 9 Maintain accurate asset records CMDB entries and site documentation for every assigned location
• 10 Maintain local mobile spares stock and reconcile with the regional Stores function on a defined cycle
• 11 Log update and close all work accurately in the ITSM tool with correct categorisation and full diagnostic detail escalated to L2 L3 or the Zone Lead as needed

Tier-specific additions

• X-Small Roving operate a published cluster visit calendar triage queue non-urgent work for the next scheduled visit escalated to the Zone Lead when a site s demand consistently exceeds the agreed visit schedule
• Small provide informal floor-walking support to teaching admin staff act as the near-permanent on-site point of contact
• Medium manage the incident request queue by SLA and academic impact own the computer lab estate imaging cycles software deployment validation licence compliance coordinate on-site vendor OEM visits deliver structured handover to Service Desk Problem Management on recurring cluster issues manage local spares position independently

Required Technical Skills

Shared

• Windows 10 11 deployment imaging and troubleshooting Windows Server basic-to-day-to-day administration health checks patch validation event log analysis physical rack cable work
• Active Directory user computer objects password resets unlocks group membership delegated OU rights basic GPO troubleshooting
• Microsoft 365 Outlook Teams OneDrive and SharePoint end-user support
• Backup operations job monitoring media handling restore requests
• Networking TCP IP DNS DHCP VLAN awareness structured cabling Wi-Fi troubleshooting
• Hardware break-fix on Dell HP and Lenovo desktops laptops thin clients printers and scanners
• Classroom lab technology interactive panels projectors document cameras visualisers classroom audio ITSM tooling accurate logging categorisation updates and closure
• Medium-tier addition software deployment imaging tooling SCCM Intune or equivalent more advanced Windows 10 11 and Windows Server administration switch port configuration

Qualifications amp Certifications

Shared

• Diploma or Bachelor s degree in IT Computer Science or a related discipline
• CompTIA A or Microsoft fundamentals certification preferred
• ITIL Foundation an advantage
• Medium tier Microsoft certification MCSA MD-102 or equivalent preferred ITIL Foundation preferred stronger expectation than other tiers

Education Sector Experience Preferred All Tiers Prior experience supporting schools universities or an education-sector IT estate is a strong plus Familiarity with academic-calendar-driven service demand examination periods classroom technology and safeguarding obligations will be considered favourably

Other Requirements

Shared

• Added Advantage Bilingual English and Arabic
• Valid UAE driving licence