Overview
EUC L1/L2 – IT Support Engineer; Desktop & End-User Support Jobs in Dubai, UAE/Dubai at Exasoft
Position: EUC L1/L2 – IT Support Engineer (Desktop & End-User Support)
We are looking for an EUC L1/L2, IT Support Engineer position focused on assisting end users for resolving day to day IT issues, application installation, troubleshooting simple hardware problems, and answering general technical questions; essentially the immediate point of contact for user technical support
Receiving and logging user support requests, troubleshooting basic hardware and software issues, and resolving them within defined service level agreements (SLAs).
Installing, configuring, and maintaining desktop operating systems, applications, and peripherals like printers.
• Hardware & Peripheral Management:
Onsite and remote troubleshooting of laptops, desktops, tablets, and peripherals (printers, scanners, AV/VC setups).
• Operating System Administration:
Installation, configuration, and patching of Windows (10/11) and macOS.
Managing Installations, Moves, Adds, and Changes, such as setting up workstations for new hires or relocating IT equipment.
Addressing problems with network connectivity, password resets, application crashes, and basic hardware malfunctions.
Providing technical assistance to users remotely through ticketing systems and remote desktop tools.
Guiding users on basic computer operations and troubleshooting steps.
Tracking and updating information on desktop devices, including hardware inventory and software licenses.
Ensuring user desktops adhere to company security policies and standards
Identifying complex issues that require further analysis and escalating them to the appropriate next Level support teams.
• Windows & macOS:
Expert-level knowledge in OS troubleshooting, performance tuning, and crash/BSOD analysis.
• iOS Support:
Configuration of corporate apps, profiles, and troubleshooting connectivity or security compliance on mobile devices.
• Endpoint Tools:
Proficiency with management tools
• Software Suites:
Advanced support for Microsoft 365 (Outlook, Teams, One Drive) and other standard productivity tools.
• Networking:
Strong understanding of TCP/IP, DNS, DHCP, VPN, and Wi-Fi troubleshooting
• Understanding of Windows operating systems, common office applications, network fundamentals, and basic hardware troubleshooting.
• Excellent communication and interpersonal skills to interact effectively with users at all levels.
• Problem-solving abilities:
• Ability to diagnose and resolve issues by following established procedures and troubleshooting guides.
• Familiarity with ticketing tools to log, track, and update support requests.
• Attention to detail:
• Ensuring accurate documentation of user issues and resolutions.
•
Experience:
Typically 3–5+ years in a technical support or desktop support role.
•
Education:
Bachelor’s degree/Diploma in IT, Computer Science, or a related field.
•
Certifications:
ITIL Foundation, CompTIA A+/Network+, and platform-specific credentials (e.g., Microsoft 365 Certified, Apple Certified Support Professional)
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Title: EUC L1/L2 – IT Support Engineer; Desktop & End-User Support
Company: Exasoft
Location: Dubai, UAE/Dubai
Category: