Overview
Support Engineer (Helpdesk) Jobs in Dubai, United Arab Emirates at GMG
Title: Support Engineer (Helpdesk)
Company: GMG
Location: Dubai, United Arab Emirates
Role Summary:
The Support Engineer will provide technical assistance and troubleshooting for end-users, ensuring the smooth operation of desktop, laptop, and peripheral systems. The role involves resolving hardware and software issues, managing user accounts, and maintaining IT assets and documentation. This position requires a customer-focused professional with strong problem-solving skills and a solid understanding of desktop support tools and technologies. The engineer will collaborate with IT teams to enhance system efficiency and provide a seamless user experience.
Key Success Drivers including Accountabilities and Responsibilities:
End-User Support:
– Provide on-site and remote support for desktop/laptop systems, printers, and other peripherals.
– Address user inquiries, troubleshoot technical issues, and resolve problems in a timely manner.
System Maintenance:
– Perform regular system updates, software installations, and patches.
– Ensure anti-virus and endpoint security measures are active and up to date.
Troubleshooting and Repairs:
– Diagnose and resolve hardware failures and software malfunctions.
– Coordinate with vendors for hardware replacements and warranty claims when required.
User Account Management:
– Assist in managing user accounts, permissions, and access to resources in Active Directory or equivalent systems.
– Support on-boarding and off-boarding processes, ensuring proper IT setup for new and departing employees.
Documentation:
– Maintain records of support tickets, troubleshooting steps, and resolutions.
– Document IT processes, FAQs, and guides for end-users.
IT Asset Management:
– Track and maintain IT equipment inventory.
– Support asset deployment and reclamation as needed.
Collaboration:
– Work closely with IT teams to address escalated issues and participate in IT projects.
– Provide training to users on basic IT processes and tools.
Functional/Technical Competencies:
– Proficiency in Windows OS (7, 10, 11) and/or macOS troubleshooting.
– Basic networking knowledge (IP, DNS, DHCP, VPN).
– Familiarity with IT tools like ticketing systems, remote support tools, and monitoring software.
– Hands-on experience with Active Directory and Office 365 administration.
Educational Qualifications:
Bachelor’s degree Or Diploma in IT, Computer Science, or a related field (or equivalent practical experience).
Experience:
2–3 years of experience in desktop support, IT helpdesk, or similar roles.