Job Description

Job Title: L2 Desktop Support Engineer

Job Location: Dubai

Roles & Responsibilities:

Technical Support:

• Diagnose and resolve hardware and software issues related to desktops, laptops, printers, and other peripherals.
• Support operating systems, including Windows, macOS, and Linux, and ensure they are running efficiently.
• Handle escalated issues from L1 support, which may include more complex problems or those requiring specialized knowledge.

Troubleshooting:

• Perform in-depth troubleshooting for software, hardware, network connectivity, and application-related issues.
• Use remote desktop tools to assist users who are not physically present at the service location.
• Implement solutions and workarounds for recurring issues.

System Administration:

• Manage user accounts, permissions, and access rights in various systems and applications.
• Assist with the installation, configuration, and maintenance of desktop software and updates.
• Monitor system performance and ensure compliance with security standards.

Documentation and Reporting:

• Maintain accurate records of support requests and resolutions in the ticketing system.
• Create and update technical documentation, including troubleshooting guides and knowledge base articles.
• Report trends in technical issues to help with proactive problem management.

Communication:

• Provide timely and effective communication to users regarding the status of their issues.
• Collaborate with other IT teams (network, server, security) to resolve complex problems.
• Offer guidance and training to end-users on best practices and how to avoid common technical issues.

Upgrades and Deployments:

• Assist with the deployment of new hardware and software, ensuring minimal disruption to users.
• Participate in IT projects, such as operating system upgrades or migrations.
• Test new software and patches before deployment to ensure compatibility with existing systems.

Required Skills and Qualifications:

Technical Skills:

• Proficiency in troubleshooting and resolving issues with Windows, macOS, and Linux systems.
• Knowledge of networking basics, including TCP/IP, DNS, and DHCP.
• Experience with Active Directory, Group Policy, and other user management tools.
• Familiarity with ITIL processes and best practices.

Soft Skills:

• Strong problem-solving and analytical abilities.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Time management skills to prioritize and handle multiple tasks effectively.

Experience:

• Typically 2-4 years of experience in IT support, with at least 1-2 years in a desktop support role.
• Previous experience with remote desktop support tools and ticketing systems is preferred.
• Certifications (Optional but Preferred):
• CompTIA A+ or Network+
• Microsoft Certified: Modern Desktop Administrator Associate
• ITIL Foundation certification

Work Environment:

• This role is usually office-based but may involve occasional travel to different office locations.
• Some positions might require on-call availability for after-hours support.
• This role serves as a crucial link between the end-users and higher-level IT support, ensuring that everyday technology issues are resolved quickly and efficiently