Technical Support Engineer - Dubai - Intertec Softwares

    Intertec Softwares
    Intertec Softwares Dubai

    1 day ago

    Description

    JOB DESCRIPTION

    JOB TITLE: Technical Support Engineer

    JOB PURPOSE: For technical support for End User Devices being managed under Managed Services Contract of DHA

    QUALIFICATION: 3 Year Technical Diploma or Bachelor's degree in related field (preferred).

    CERTIFICATIONS: Any one of - CompTIA A+, ITIL V3/V4, Microsoft 365 Certifications

    EXPERIENCE: 3 – 4 Yrs

    RESPONSIBILITIES (INCLUDES ALL TASKS):

    • Provide onsite technical support for Windows and Mac devices, including mobile devices (tablets and laptops).
    • Install, configure, and maintain Antivirus and Endpoint Detection & Response (EDR) solutions.
    • Perform MDM (Mobile Device Management) enrolment.
    • Support and troubleshoot Office 365 applications, OneDrive, and VPN client applications.
    • Conduct basic network troubleshooting (LAN, Wi-Fi, and VPN issues).
    • Perform OS imaging, deployment, and configuration of new laptops.
    • Manage end-user-related IT Security tickets.
    • Provide prompt and effective support for VIP users, ensuring minimal disruption.
    • Participate in bulk asset movement, including device preparation and deployment.
    • Perform spare parts replacement for laptops and CPUs.
    • Provide L1 support for Printers, Smart TVs, Audio and Video conferencing equipment.
    • Provide L1 stand in support in Boardrooms and Meeting rooms.
    • Troubleshoot technical issues and document solutions in knowledge base articles.
    • Document incidents, resolutions, and maintain accurate service records.

    TECHNICAL SKILLS / COMPETENCIES:

    MANDATORY

    • Awareness of ITIL best practices and experience with ITSM tools such as Ivanti, BMC, ServiceNow, etc.
    • Knowledge of IMAC (Install, Move, Add, Change) processes.
    • Physical ability to participate in bulk asset movement.

    OPTIONAL

    • CompTIA A+
    • Microsoft 365 Certifications
    • ITIL V3/V4

    SOFT SKILLS:

    • Excellent communication and interpersonal skills.
    • Ability to handle VIP user issues with professionalism.
    • Ability to work effectively in a team and maintain high customer satisfaction.
    • Collaborate with other IT teams to ensure seamless support and issue resolution.

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