Technical Support Engineer

3 days ago

Dubai, Dubai, United Arab Emirates Intertec Softwares Pvt Ltd Full time 60,000 - 80,000 per year

JOB DESCRIPTION

JOB TITLE: Technical Support Engineer

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.
  • Perform MDM (Mobile Device Management) enrolment.
  • 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.

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