Desktop Support Engineer

Job role

Key responsibilities

• Support desktops, laptops, printers, scanners, IP phones, mobile devices, and other peripherals on-site and remotely.
• Troubleshoot hardware, software, and network issues; escalate unresolved issues to Tier 2/3 through ITSM processes.
• Assess support request urgency and business impact; manage computer setups, software installations, and upgrades.
• Document incident resolutions in the Service Desk tool; install and support Windows, macOS, and Microsoft Office.
• Maintain and repair computers and peripherals; manage Active Directory accounts and password resets.
• Use diagnostic tools for connectivity, workstation, and mobile-device issues; perform preventive maintenance and repairs.
• Coordinate with vendors and IT teams; support branch setups, upgrades, and IT projects.
• Guide end users, monitor request trends, and maintain compliance with IT policies, standards, and best practices.

Experience and knowledge

• At least four years of desktop/end-user support, IT helpdesk, or technical support experience.
• Strong knowledge of PCs, laptops, desktop hardware, peripherals, network protocols, operating systems, and IT standards.
• Experience troubleshooting hardware, software, printers, scanners, IP phones, and mobile devices.
• Experience with diagnostic and asset-management tools such as SCCM, Lansweeper, ManageEngine, Altiris, or equivalent.
• Able to work independently and in a team; strong time management, prioritization, and communication skills.
• Able to remain professional under stress and follow customer SOPs.

Essential skills

• Windows 7/8/10/11 and Windows Server 2012/2016/2019; macOS support.
• Active Directory, Exchange Online / Office 365 administration, and Microsoft Endpoint Manager / Intune.
• Asset-management tools including SCCM, Lansweeper, or ManageEngine Desktop Central.
• Mobile-device support for iOS and Android, including MDM solutions such as ManageEngine or Intune.
• Remote-support tools include ManageEngine Desktop Central or SCCM.
• Strong troubleshooting, problem-solving, verbal communication, and written communication skills.

Desirable skills

• ITSM tools such as ManageEngine ServiceDesk Plus, ServiceNow, or Remedy.
• Virtualization experience with VMware Horizon or Citrix Virtual Apps & Desktops.
• PowerShell or Bash scripting for automation and support tasks.
• Cloud-platform experience with Microsoft 365, Azure AD, or Google Workspace.

Qualifications and certifications

• Microsoft certifications such as MCP, MCSA, MCSE, or equivalent are listed.
• ITIL Foundation V3 or V4 certification is listed.
• CompTIA A+ and Network+ certifications are desirable.
• Diploma or degree in Computer Science, IT, or a related field.

Pay

• AED 6,000–7,000 per month.

Work location

• Work location is in person.