Technical Support Engineer
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Key skills for this role
About the Role
Intertec Systems is hiring a Technical Support Engineer for a permanent role in Dubai to provide technical support for end-user devices under a managed services contract. Responsibilities include remote and onsite support, incident management, VIP support, and shift work.
Key Skills for This Role
Responsibilities
- Provide both remote and onsite technical assistance for Windows, Mac & Android devices
- Log Incidents and Service Requests, prioritize, categorize, resolve or escalate to L2 & L3 support in ITSM tool
- Provide prompt and effective support for VIP users
- Work in shift rotation for 24/7 operational requirements
- Provide first line support for endpoint security apps like Antivirus, EDR & DLP
- Support and troubleshoot Office 365 applications, OneDrive and VPN connectivity issues
- Conduct basic network troubleshooting including LAN, Wi Fi, and VPN issues
- Perform Mobile Device Management (MDM) enrolment
- Perform OS imaging, deployment, configuration, and user setup of end user devices
- Perform basic hardware troubleshooting and coordinate with vendor for spare parts replacement
- Provide Level 1 support for printers, Smart TVs, and audio/video conferencing systems
- Support asset lifecycle activities including device preparation, deployment, movement
Requirements
- 3 Year Technical Diploma or Bachelor's degree in related field (preferred)
- ITIL V3/V4 Certification
- Microsoft 365 Fundamentals certification
- 3 4 years of experience in technical support
- Exposure to ITSM tools such as Ivanti, BMC, ServiceNow
- Troubleshooting skills in Windows, Mac & Android devices
- Basic awareness of IT security best practices
- Basic understanding of network concepts (DNS, DHCP, IP addressing)
- Fundamentals of Azure AD (Entra ID) user and group management
- Knowledge of Remote support tools (Ivanti EPM, Microsoft Intune)
- Excellent communication and interpersonal skills
Full Job Posting
Job Purpose
- Technical support for End User Devices managed under Managed Services Contract of DHA.
Qualification & Experience
- 3 Year Technical Diploma or Bachelor's degree in related field (preferred).
- Certification: ITIL V3/V4, Any one of Microsoft 365 Certifications.
- Experience: 3 4 Years.
Responsibilities
- Provide both remote and onsite technical assistance for Windows, Mac & Android devices.
- Log Incidents and Service Requests, prioritize, categorize, resolve or escalate to L2 & L3 support.
- Provide prompt and effective support for VIP users.
- Work in shift rotation for 24/7 operational requirements.
- Provide first line support for endpoint security apps like Antivirus, EDR & DLP.
- Support and troubleshoot Office 365 applications, OneDrive and VPN connectivity issues.
- Conduct basic network troubleshooting including LAN, Wi Fi, and VPN issues.
- Perform Mobile Device Management (MDM) enrolment.
- Perform OS imaging, deployment, configuration, and user setup.
- Perform basic hardware troubleshooting and coordinate with vendor.
- Provide Level 1 support for printers, Smart TVs, and audio/video conferencing systems.
- Support asset lifecycle activities.
Mandatory
- ITIL V3/V4 Certification.
- Microsoft 365 Fundamentals certification.
- Exposure to ITSM tools such as Ivanti, BMC, ServiceNow.
- Troubleshooting skills in Windows, Mac & Android devices.
- Basic awareness of IT security best practices.
- Basic understanding of network concepts such as DNS, DHCP, IP addressing.
- Fundamentals of Azure AD (Entra ID) user and group management.
- Knowledge of Remote support tools such as Ivanti EPM, Microsoft Intune.
- Knowledge of IMAC processes.
- Physical ability to participate in bulk asset movement.
- Excellent communication and interpersonal skills.
- Ability to handle VIP user issues with professionalism.
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