Desktop Support Engineer
Intertec Systems
United Arab Emirates
22nd May 2025
2505-2132-8
Job Description
Windows OS troubleshooting, Active Directory management, Microsoft 365 Administration, VPN setup and support, Remote desktop tools (e.g., TeamViewer, LogMeIn), PC hardware maintenance, Network configuration, ITIL knowledge,
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 (includes All Tasks)
- 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.
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 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
Job Details
| Role Function: | Information Technology | Job Category: | IT Services and IT Consulting | ||
|---|---|---|---|---|---|
| Role Level: | Associate | Work Type: | Full-Time | ||
| Country: | United Arab Emirates | City: | Abu Dhabi | ||
| Company Website: | https://www.intertecsystems.com | Company Industry/ Sector: | IT Services and IT Consulting | ||
What We Offer
About the Company
Established in 1991, Intertec Systems is a leading provider of IT services and solutions, catering to Government, Healthcare, Utilities, Financial Services, Insurance, and Enterprises across the Middle East and India. Founded in the UAE, the company operates from offices in 5 countries, offering flexible delivery models.With a strong focus on customer satisfaction, Intertec stands out as one of the few regional SI’s with deep in-house engineering capabilities. Our services span digital transformation, business applications, managed services, cloud, cybersecurity, asset performance, and more. Intertec also drives innovation with industry-specific products, pioneering advancements in InsureTech and Digital Government solutions.Recognized for excellence and customer satisfaction, Intertec Systems has been awarded Best Workplace and holds ISO 9001, 20000 and 27001 certifications. With over 50 technology alliances, Intertec Systems is a trusted leader in the IT industry. For more information, visitwww.intertecsystems.com.
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