Desktop Support Job Purpose:Works across a broad range of technologies and liaises across multiple areas of the business to support incidents, problems, and requests. Responsible for answering IT requests via phone, email, live chat, or instant message and providing the support either remotely or onsite on all technical issues.
- Education and Certification:
§ Bachelor's Degree or Diploma in computer science, Information technology or a related field with 3 to 5 years experience
§ ITIL Foundation
§ Microsoft Certified Professional
- Skills and Experience Requirements:
· Proficiency in troubleshooting desktop hardware, software, and network issues
· Ability to work independently and collaboratively in a fast-paced environment.
· Excellent communication and interpersonal skills with a customer service-oriented approach.
· End User Devices Desktop, Laptop, Tablets & Smartphones
· Desktop OS Platform Windows 10/11 and Apple Mac OS
· Microsoft Modern Workplace and Office 365
· Microsoft Intune, Application Packaging and Deployment
· Printers and Peripheral Support
· Unified Communications, Audio and Video Conferencing
· Handheld Devices
· POS & Handheld Devices
· Security - End User Devices, & Tools
· Technical & Functional Escalations
· Familiarity with ITIL framework and helpdesk ticketing systems
· Ability to work independently and collaboratively in a fast-paced environment.
· Excellent communication and interpersonal skills with a customer service-oriented approach.
- Roles and Responsibilities
o Provide technical support and assistance to end-users in person, via phone, email, or remote tools.
o Diagnose and resolve hardware, software, and network issues on desktops, laptops, and peripheral devices.
o Install, configure, and upgrade desktop operating systems, software applications, and hardware components.
o Set up and configure user accounts, permissions, and access rights in accordance with company policies.
o Collaborate with other IT teams to resolve complex technical issues and escalate unresolved problems to appropriate teams.
o Maintain accurate records of technical issues, resolutions, and user interactions in the helpdesk ticketing system.
o Conduct regular maintenance tasks such as software updates, patches, and system optimizations.
o Provide training and support to end-users on IT systems, software applications, and best practices.
o Ensure compliance with security policies, procedures, and regulatory requirements.
o Assist in the implementation of IT projects and initiatives as required.
o Receive Service Calls from the End User and Provide support in response to Incidents, including problem determination and resolution.
o Help new employees for their IT onboarding and set up their workstations and train new employees to use a company's software and apps.
o Ensure that work is carried out within agreed service levels and in accordance with IT Department guidelines.
o Perform install, move, add, change (IMAC) services and create, update, and maintain relevant documentation.
o Create and maintain images for physical and virtual desktops and create and maintain software packages for software distribution of Third-Party Applications
o Handle printer Problems at End User desktops
o Provide support to voice equipment which includes support for the (VOiP) voice devices like headsets, plugging in the headsets and settings of the headsets.
o Manage, maintain, and update End User devices (including windows patching, application patching etc.)
Job Type: Full-time
Experience:
- L1 Support Engineer: 3 years (Preferred)
License/Certification:
- ITIL Certification (Preferred)
Location:
Abu Dhabi (Preferred)
