Desktop Support Engineer
Posted Updated
Summary
First-line IT support engineer in Dubai who handles desktop, cabling, software, hardware, account setup and network issues for customers, troubleshooting independently within SLA and escalating to 2nd line when needed. Core tech: Windows 7–10, Windows Server, macOS, Microsoft Office, plus networking and phone systems.
Purpose
Provides first line support to customers, resolving issues or escalating (to 2nd line support) within the agreed service level agreement.
Work Overview
- First response for desktop and cabling issues.
- Research and identify solutions to software and hardware issues.
- 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
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 and work after hours when necessary
- Must have excellent time management, prioritization, scheduling and organization skills.
- Degree in Electronic and Computer Engineering or Computer Science.
- Certifications in Microsoft, Linux, Fortinet, Cisco or similar technologies is a plus