Desktop Support Analyst

Job Description

Job summary:

We are looking for a dedicated and End User-focused End User support Engineer to join our IT Support team. The End User support Engineer will be responsible for providing first-line support to end users, troubleshooting and resolving technical issues, and ensuring that service requests are handled efficiently and effectively. This role requires a strong technical aptitude, excellent communication skills, and a passion for delivering exceptional service.

Responsibilities:

• Supports Windows and Apple macOS based Laptop, Desktop and Servers for hardware and software related issues.
• Diagnose and resolve issues related to desktops, laptops, printers, mobile devices, and applications.
• Should have experience creating the images and handing over the desktop / laptops to end users with full configurations.
• Support network connectivity issues (Wi-Fi, VPN, LAN) and basic account administration .
• Deliver personalized IT support for VIPs, including board members and senior executives.
• Flexible to be working within multiple teams like Service desk / Remote Support / End User support
• Monitor and ensure endpoint compliance with corporate security standards.
• Take part in projects including hardware refresh, OS upgrades of end user devices
• Perform the preventative maintenance of end user devices to ensure device optimization
• Support remote work solutions like BMC, Citrix remote desktop, MDM, Secure Hub, VMware Etc. including VPN, VDI
Provide the technical resolution for the issues related to collaboration tools like Teams , Webex Etc.

Short Description

Qualifications:

• Education: Associate’s degree in information technology, Computer Science, or related field. Alternatively, relevant certifications (ITIL Foundation) are desirable.
• Experience: 4-5 years of experience in an as End User support Engineer or service desk role
• Should have written and oral experience and Arabic & English Language

Technical Skills:

• Strong knowledge of Windows and macOS operating systems.
• Familiarity with Microsoft Office 365, Active Directory, and other commonly used software tools.
• Basic understanding of networking concepts (TCP/IP, VPN, DNS, DHCP).
• Should have knowledge and understanding about Nexthink Monitoring tool
• Experience with ticketing systems (e.g., ServiceNow, JIRA, Remedy).
• Knowledge of remote desktop support tools

Other Skills:

Communication Skills: Excellent verbal and written communication skills, with the ability to convey technical information to non-technical users.

Problem Solving: Strong troubleshooting and analytical skills, with a methodical approach to diagnosing and resolving issues.

Customer Focus: A commitment to delivering excellent customer service with a positive, professional attitude.

Time Management: Ability to manage multiple tasks and prioritize issues based on urgency and business impact.

Working Conditions:

Work Hours: Should be able to work on rotational shifts including night shifts & weekends.