Desktop Support Engineer

The Desktop Support Engineer is responsible for providing technical support and assistance to end-users for desktop computers, laptops, peripherals, and software applications. This role involves resolving hardware and software issues, setting up new systems, and ensuring the smooth functioning of IT equipment. The Desktop Support Engineer acts as the first point of contact for troubleshooting and problem resolution, ensuring that users can efficiently carry out their tasks with minimal disruptions.

Responsibilities:

• Provide timely and efficient technical assistance to end-users via phone, email, or in person. Diagnose and resolve hardware, software, and network-related issues to ensure uninterrupted workflow.
• Install, configure, and deploy desktop computers, laptops, printers, scanners, and other peripherals. Install and update software applications, including operating systems and productivity software.
• Identify the root cause of desktop-related problems and troubleshoot them effectively. Resolve issues related to hardware malfunctions, software errors, and network connectivity.
• Manage user accounts, permissions, and access rights in the organization's IT systems. Assist users with password resets and account-related queries.
• Maintenance and Updates: Perform routine maintenance tasks, such as system updates, patches, and driver installations, to ensure optimal performance and security of desktop systems.
• Maintain accurate records of support requests, troubleshooting steps, and solutions provided. Generate reports on common issues and trends to improve overall IT support services.
• Provide remote desktop support to users located in different offices or working remotely. Utilize remote support tools to troubleshoot and resolve issues efficiently.
• Hardware Inventory Management: Manage and update the inventory of desktop hardware, ensuring that necessary spare parts and equipment are available when needed.
• User Training: Conduct training sessions for end-users to enhance their knowledge of basic IT operations, software usage, and security best practices.
• Ensure compliance with IT security policies and procedures. Monitor and enforce security measures to safeguard desktop systems and data.

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Proven experience as a Desktop Support Engineer or in a similar technical support role.
• Strong knowledge of desktop hardware, operating systems, and software applications commonly used in the workplace.
• Familiarity with network protocols, connectivity, and basic troubleshooting.
• Proficiency in Microsoft Windows and Office applications.
• Experience in deploying and supporting Microsoft Active Directory environments is advantageous.
• Excellent communication and interpersonal skills to interact with end-users of varying technical backgrounds.
• Ability to work independently and prioritize tasks effectively.
• Problem-solving skills and a proactive approach to resolving technical issues.
• Customer-focused mindset with a commitment to delivering high-quality support.
• Fluency in English is required, and knowledge of Arabic may be beneficial for some positions.