Desktop Support Engineer

 Sharjah, United Arab Emirates

 

Contract

We are seeking a highly skilled and motivated Level 2 Desktop Support Technician to join our IT support team. The ideal candidate will have strong troubleshooting skills and experience providing technical assistance and support to end-users. You will be responsible for diagnosing and resolving hardware and software issues, maintaining desktop systems, and ensuring the overall smooth operation of IT services within the organization.

Key Responsibilities:

• Provide advanced technical support to end-users for hardware, software, and network-related issues.
• Troubleshoot and resolve desktop and laptop issues, including operating system (Windows/Mac/Linux), application software, and peripheral devices (printers, scanners, etc.).
• Perform system imaging, OS installations, and software deployments using tools like SCCM, Ghost, or similar.
• Manage, maintain, and support Active Directory accounts, group policies, and permissions.
• Collaborate with the Level 1 support team to resolve escalated technical issues in a timely manner.
• Provide hands-on troubleshooting for desktop, laptop, and mobile devices, ensuring minimal downtime for end-users.
• Support the deployment, configuration, and management of desktop hardware and software, including patch management.
• Maintain knowledge base articles and documentation for common issues and solutions.
• Assist in the preparation and deployment of IT hardware and software upgrades.
• Work closely with the IT team to support and maintain IT infrastructure and services.
• Perform remote troubleshooting and provide user support through remote desktop tools.
• Respond to and prioritize service requests in accordance with Service Level Agreements (SLAs).

Required Qualifications:

• 2-3 years of experience in desktop support, IT support, or a related technical field.
• Proficiency in supporting Microsoft Windows OS (Windows 10/11), macOS, and basic Linux systems.
• Experience with hardware troubleshooting and diagnostics (e.g., desktops, laptops, printers).
• Familiarity with Active Directory, Group Policy, DNS, DHCP, and other core network services.
• Experience with remote desktop support tools and ticketing systems.
• Strong problem-solving skills with a focus on customer service and efficient issue resolution.
• Excellent verbal and written communication skills.
• Ability to prioritize tasks and manage time effectively.

Preferred Qualifications:

• CompTIA A+ or other relevant certifications.
• Experience with mobile device management (MDM) solutions.
• Familiarity with ITIL or similar IT service management frameworks.
• Experience with VMware or other virtualization technologies.
• Knowledge of cloud-based applications and services (e.g., Office 365, Google Workspace).

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