Desktop Support Engineer

Overview

JOB TITLE: Technical Specialist End User Support / Desktop Support Engineer

JOB PURPOSE: To handle customer calls and ensure the smooth operation of desktop computers, laptops, and other related devices, resolving hardware and software issues to maintain productivity.

QUALIFICATION: Bachelors degree with knowledge of IT

CERTIFICATIONS: Mandatory knowledge of Microsoft products and ITIL Processes

EXPERIENCE: 2-3 Years

REPORTING TO: TBD

Responsibilities

• Excellent communications skills in English & Arabic
• Troubleshoot and resolve issues related to hardware components (e.g., CPU, RAM, storage, peripherals).
• Ask targeted questions to diagnose problems. Guide users with simple, step-by-step instructions.
• Install, configure, and maintain operating systems (Windows, macOS).
• Deploy and support software applications (e.g., productivity suites, antivirus, security tools).
• Provide technical assistance with printers, scanners, and other peripherals.
• Troubleshoot network connectivity issues, including wireless and wired connections.
• Configure network settings and troubleshoot VPN connections.
• User Account Management - Create, modify, and delete user accounts.
• Manage user permissions and access rights.
• Provide remote technical support using tools like TeamViewer or Remote Desktop.
• Visit user workstations to resolve hardware or software issues that cannot be addressed remotely.
• Proactively look at root causes for repeated incidents.
• Track and manage IT assets, including computers, peripherals, and software licenses.
• Create and maintain technical documentation, KBs for troubleshooting procedures and user guides.
• Provide management reports (Statistics, Trend analysis, Corrective Action)
• Perform remote software distribution.
• Improve skills in line with the new technology roll outs in the IT Department
• Gathers user requirements fully, analyzes them and makes recommendations.
• Identifies misuse and misappropriation of IT assets and report violations to IT Management immediately.
• Perform other duties and responsibilities related to the job and as assigned by line Manager.

Technical Skills / Competencies

MANDATORY

• ITIL certification (Foundation level or higher).
• Experience with ticketing systems (e.g., ServiceNow, HPSM, Manage Engine, Ivanti).
• Experience with remote support tools (e.g., TeamViewer, Remote Desktop).
• Familiarity with cloud platforms (e.g., AWS, Azure, Google Cloud).
• Experience with Active Directory, Exchange, and Office 365.

The IT Service Desk Analyst will work in a fast-paced environment and must be able to adapt to changing priorities.

The role may involve working outside of regular business hours to support critical systems.

A strong commitment to continuous learning and professional development is essential.

Soft Skills

MANDATORY

• Ability to explain technical concepts in a clear and understandable manner to non-technical users.
• Effective listening skills to accurately understand user problems and concerns.
• Patience and empathy to deal with frustrated or anxious users.
• Ability to build rapport and trust with end-users.
• Ability to work effectively as part of a team, collaborating with other IT professionals.
• Willingness to share knowledge and assist colleagues.
• Ability to adapt to changing priorities and work environments.
• Openness to learning new technologies and processes