Experienced IT Engineer (Desktop Support)

About the role

A company in Dubai is looking for an experienced IT Engineer to provide fast and efficient technical assistance on computer systems. The engineer answers queries on technical issues, advises on solutions and communicates clearly so that permanent fixes can be applied. The role is full-time and permanent, with a salary of 3LPA to 7LPA.

Key responsibilities

• Serve as the first point of contact for customers seeking technical assistance by phone or email.
• Perform remote and onsite troubleshooting using diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers, and walk them through the problem-solving process.
• Direct unresolved issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in logs, and follow up on customer status.
• Pass on customer feedback and suggestions to the appropriate internal team, and suggest improvements to procedures.

Required profile

• Degree in Computer Science, Electronics/Telecommunication, BCA or equivalent; 2 to 5 years of experience.
• Proven experience as a helpdesk technician or other customer support role.
• Customer-oriented, patient with difficult customers, and able to work under pressure while prioritising tasks.

Required skills

• Hands-on desktop support experience.
• Good work experience on Windows and macOS systems and other IT peripherals.
• Good communication and time-management skills, and critical thinking and problem-solving abilities.
• Experience with an ITIL tool is a plus; additional certifications in Microsoft, Linux, Cisco or similar technologies are a plus.
• Advantageous: firewalls, IP phones, NAS and SAN; IT security, backup and disaster recovery; Windows servers, VMware and Hyper-V virtualisation, cloud services.

Applications are submitted online; shortlisted candidates receive an email invitation to an interview at the office.