Desktop Support Engineer

Purpose
Provides first line support to customers, resolving issues or escalating (to 2nd line support) within the agreed service level agreement.

Work Overview

• First response for desktop and cabling issues.
• Research and identify solutions to software and hardware issues
• Diagnose and troubleshoot technical issues, including account setup and network configuration
• Works with servers and telephone systems.
• Refer to internal database or external resources to provide accurate tech solutions
• Ensure all issues are accurately logged
• Prioritize and manage several open issues at one time
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting
• Troubleshoots independently aiming for first time resolution every time, knowing when to escalate when required to ensure consistent work velocity.
• Provides detailed information on steps taken on all escalations.

Hierarchy

Reports To: Helpdesk Manager.
Direct Reports: Operations Manager
Internal Relationships: Sales Dept, Purchase Dept, Accounts Dept
External Relationships: Customers, Service Providers, Technology Vendors.

Requirements

PRE-REQUISITES

• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role.
• Excellent problem-solving and communication skills.
• Hands on experience with Windows 7 thru 10, Windows Server and Mac operating systems
• Knowledge of network security practices
• Ability to provide step-by-step technical help, both written and verbal
• Must be confident and socially adept
• Experience with Microsoft Office Suite
• Must be a fast and pro-active self-leaner
• Must have a positive and helpful attitude towards other colleagues and work in general
• Must be able to handle pressure from time to time and always meet deadlines
• Ability to travel and work after hours when necessary
• Must have excellent time management, prioritization, scheduling and organization skills.
• Degree in Electronic and Computer Engineering or Computer Science.

DESIRABLE

• Certifications in Microsoft, Linux, Fortinet, Cisco or similar technologies is a plus

Job Type: Full-time

Pay: Up to AED6,000.00 per month