Desktop Support Engineer

Job Role

Key Responsibilities

• Provide on-site and remote support for desktops, laptops, printers, scanners, IP phones, mobile devices, and other peripheral equipment.
• Troubleshoot and resolve hardware, software, and network issues in a timely and efficient manner, escalate unresolved issues to Tier 2/3 support according to ITSM processes.
• Assess urgency and business impact for all support requests.
• Manage service requests including new computer setups, software installations, and system upgrades.
• Document incident resolutions and updates in the Service Desk tool.
• Install, configure, support, and troubleshoot Windows (7, 8, 10, 11), macOS, and Microsoft Office applications.
• Maintain, repair, and customize computers, laptops, printers, scanners, and other authorized peripherals.
• Provide user account management, including Active Directory account creation, modification, and password resets.
• Use diagnostic tools and methodologies for troubleshooting network connectivity, workstation hardware/software, and mobile devices.
• Conduct preventive maintenance and remedial repairs to reduce recurring issues.
• Work with vendors and internal IT teams to resolve technical issues efficiently.
• Support branch setups, upgrades, and IT projects as required.
• Provide guidance to end-users on software, hardware, and peripheral device operation.
• Monitor trends from incoming calls and requests to improve support processes.
• Maintain compliance with IT policies, standards, and best practices (ITIL/ISO 20000/ISO 27001).

Experience / Knowledge

• Minimum 4 years of experience in desktop/end-user support, IT helpdesk operations, or technical support.
• Strong knowledge of PCs, laptops, desktop hardware, and peripherals.
• Solid understanding of network protocols, operating systems, and IT standards.
• Experience in troubleshooting hardware, software, and peripheral devices (printers, scanners, IP phones, mobile devices).
• Experience with diagnostic and asset management tools (SCCM, Lansweeper, ManageEngine, Altiris, or equivalent).
• Ability to work independently and in a team environment.
• Excellent time management, prioritization, and communication skills.
• Ability to maintain professionalism under stress and follow customer SOPs.

• Windows 7/8/10/11, Windows Server 2012/2016/2019

• macOS support (latest versions)
• Active Directory, Exchange Online / Office 365 administration

• Microsoft Endpoint Manager / Intune

• Asset discovery and management tools (SCCM, Lansweeper, ManageEngine Desktop Central)
• Mobile device support (iOS, Android, MDM solutions like ManageEngine, Intune)
• Remote support tools (ME Desktop Central, SCCM, )
• Strong troubleshooting and problem-solving skills
• Good verbal and written communication skills

Desirable Skills

• ITSM tools (ManageEngine ServiceDesk Plus, ServiceNow, Remedy)
• Virtualization experience (VMware Horizon, Citrix Virtual Apps & Desktops)
• Knowledge of scripting (PowerShell, Bash) for automation and support tasks
• Experience with cloud platforms (Microsoft 365, Azure AD, Google Workspace)

Qualifications & Certifications

• Microsoft certifications (MCP, MCSA, MCSE, or equivalent)
• ITIL Foundation V3 or V4 Certification
• CompTIA A+ and Network+ certifications (desirable)
• Diploma or degree in Computer Science, IT, or related field
• Pay: AED6,000.00 - AED7,000.00 per month