Desktop Support Engineer

7 days ago

Abu Dhabi, Abu Dhabi, United Arab Emirates Intertec Softwares Pvt Ltd Full time

JOB TITLE: Technical Specialist End User Support/ Desktop Support Engineer

JOB PURPOSE: To handle customer calls and ensure the smooth operation of desktop computers, laptops, and other related devices, resolving hardware and software issues to maintain productivity.

QUALIFICATION: Bachelors degree with knowledge of IT

CERTIFICATIONS: Mandatory knowledge of Microsoft products and ITIL Processes

EXPERIENCE: 2-3 Years

REPORTING TO: TBD

RESPONSIBILITIES (INCLUDES ALL TASKS):

  • Excellent communications skills in English & Arabic
  • Troubleshoot and resolve issues related to hardware components (e.g., CPU, RAM, storage, peripherals).
  • Ask targeted questions to diagnose problems. Guide users with simple, step-by-step instructions.
  • Install, configure, and maintain operating systems (Windows, macOS).
  • Deploy and support software applications (e.g., productivity suites, antivirus, security tools).
  • Provide technical assistance with printers, scanners, and other peripherals.
  • Troubleshoot network connectivity issues, including wireless and wired connections.
  • Configure network settings and troubleshoot VPN connections.
  • User Account Management - Create, modify, and delete user accounts.
  • Manage user permissions and access rights.
  • Provide remote technical support using tools like TeamViewer or Remote Desktop.
  • Visit user workstations to resolve hardware or software issues that cannot be addressed remotely.
  • Proactively look at root causes for repeated incidents.
  • Track and manage IT assets, including computers, peripherals, and software licenses.
  • Create and maintain technical documentation, KBs for troubleshooting procedures and user guides.
  • Provide management reports (Statistics, Trend analysis, Corrective Action)
  • Perform remote software distribution.
  • Improve skills in line with the new technology roll outs in the IT Department
  • Gathers user requirements fully, analyzes them and makes recommendations.
  • Identifies misuse and misappropriation of IT assets and report violations to IT Management immediately.
  • Perform other duties and responsibilities related to the job and as assigned by line Manager.

TECHNICAL SKILLS / COMPETENCIES:

MANDATORY

  • ITIL certification (Foundation level or higher).
  • Experience with ticketing systems (e.g., ServiceNow, HPSM, Manage Engine, Ivanti).
  • Experience with remote support tools (e.g., TeamViewer, Remote Desktop).
  • Familiarity with cloud platforms (e.g., AWS, Azure, Google Cloud).
  • Experience with Active Directory, Exchange, and Office 365.

The IT Service Desk Analyst will work in a fast-paced environment and must be able to adapt to changing priorities.

The role may involve working outside of regular business hours to support critical systems.

A strong commitment to continuous learning and professional development is essential.

SOFT SKILLS:

MANDATORY

  • Ability to explain technical concepts in a clear and understandable manner to non-technical users.
  • Effective listening skills to accurately understand user problems and concerns.
  • Patience and empathy to deal with frustrated or anxious users.
  • Ability to build rapport and trust with end-users.
  • Ability to work effectively as part of a team, collaborating with other IT professionals.
  • Willingness to share knowledge and assist colleagues.
  • Ability to adapt to changing priorities and work environments.
  • Openness to learning new technologies and processes

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