Desktop Support Engineer

Job Summary

We are seeking an experienced Desktop Support Engineer to manage and support day-to-day IT operations, end-user services, and infrastructure administration within a fast-paced enterprise environment. The successful candidate will be responsible for delivering high-quality technical support, maintaining IT assets and configuration records, administering core Microsoft services, and ensuring systems remain secure, compliant, and consistently available. The role requires strong hands-on technical ability, adherence to ITIL service management practices, and a customer-focused approach to supporting business users.

Key Responsibilities

End-User & On-Site Support

• Provide L1/L2 support for desktops, laptops, printers, scanners, IP telephony (VOIP), mobile devices, tablets, and audio-visual equipment.
• Install, configure, and deploy end-user hardware and standard licensed software, including OS imaging and mass deployment.
• Diagnose and resolve hardware, software, and connectivity issues across Windows, macOS, iOS, and Android platforms.
• Provide remote support using tools such as Microsoft Remote Desktop, TeamViewer, AnyDesk, and Microsoft Teams.
• Support meeting rooms, digital signage, and AV/conferencing solutions, ensuring readiness for VIP users and corporate events.

System & Directory Administration

• Administer Active Directory, including user account creation/deletion, OU and group policy management, MFA, conditional access, and password resets.
• Manage Microsoft 365 administration, Microsoft Intune / MDM, and endpoint management via SCCM.
• Support file servers, print servers, OneDrive, and email services, ensuring availability and integrity.
• Apply security upgrades, patches, and updates across all workstations and endpoints.

IT Asset & Vendor Management

• Manage the full IT asset lifecycle, maintaining accurate hardware and software inventory records.
• Maintain and update the Configuration Management Database (CMDB) and IT asset management (ITAM) tools.
• Conduct periodic audits, stock verification, and reconciliation to ensure data accuracy.
• Liaise with suppliers and vendors for procurement, licensing, and cost optimisation, and support budget forecasting and reporting.

Security, Service Management & Documentation

• Support endpoint security solutions including antivirus, anti-malware, and anti-spam tools.
• Log, track, and resolve incidents and service requests within agreed SLA thresholds using ITSM tools (e.g. Jira, ServiceNow, BMC Remedy, ManageEngine).
• Follow ITIL best practices for incident, request, and problem management.
• Prepare technical documentation, user guides, and service improvement plans, and contribute to continual service improvement initiatives.

Required Qualifications & Experience

• Minimum 5+ years of experience in IT operations, desktop/end-user support, or systems administration, preferably within large enterprise or government environments.
• Strong hands-on experience with Windows OS, Microsoft 365, Active Directory, and endpoint management tools.
• Proven experience in IT asset management, CMDB maintenance, and vendor coordination.
• Working knowledge of networking fundamentals (LAN/WAN, VPN, switches, connectivity troubleshooting).
• Experience working within an ITIL-aligned service management framework.

Technical Skills

• Operating Systems: Windows 10/11, Windows Server, macOS, Linux (basic), iOS/Android.
• Microsoft Stack: Microsoft 365 / O365 administration, Active Directory, Intune, SCCM, Group Policy.
• ITSM/ITAM Tools: Jira, ServiceNow, BMC Remedy, ManageEngine, HPSM.
• Security: Antivirus / anti-malware (e.g. Trend Micro, McAfee), patch management, endpoint protection.
• Support Tools: Remote Desktop, TeamViewer, AnyDesk, Microsoft Teams.

Certifications

Required / Preferred

• ITIL Foundation (v4 preferred).
• Microsoft Certified: MCSE / MCSA (Windows Server, Office 365) or equivalent.
• Cisco Certified Network Associate (CCNA) — preferred.
• CompTIA A+ / Network+ / Security+ — preferred.
• Certified Ethical Hacker (CEH) — advantageous.

Educational Qualifications

• Bachelor's degree in Information Technology, Computer Science, Electronics & Communications Engineering, or a related discipline.

Key Competencies & Soft Skills

• Strong analytical, troubleshooting, and problem-solving abilities.
• Excellent communication and customer-service orientation, including experience supporting VIP users.
• Ability to manage multiple priorities and work under pressure to meet strict deadlines.
• Strong documentation, organisational, and time-management skills.
• Fluency in English; Arabic language skills are an advantage.

Salary up to 10 K AED Per month

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