IT Service Desk Engineer

Key Responsibilities:
• Single point of contact via Phone, Ticketing tool, Emails, MS Teams & Walk-ins for 300 users
• Provide 1st & 2nd level support within the defined SLA including but not limited to Laptops, desktops, Printers, Scanners, access controls, smart devices, telephony, corporate network, and business applications.
• Taking ownership of all tickets, Managing incidents and service requests with Ivanti Service desk tool. Following knowledge, Problem and change management in the service desk tool
• User onboarding & offboarding
• Setup Workstations and other peripherals for end users
• LAN & wireless troubleshooting, Network Port activation and de-activation
• Liaise with vendors
• Repairing or replacing faulty hardware (Laptop, Desktop’s)
• Maintain inventory of all IT equipment’s, Software licenses. IT Asset management in Ivanti service desk tool
• Prepare accurate and timely reports
• Ensure compliance of Dubai South policies and procedures
• Coordinate with other team members on requirement basis.
• Document technical knowledge in the form of notes and manuals to prepare SOP’s
• Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues
• Proactively schedule maintenance activities on end user machine
• Provide Trainings/workshops on IT related topics to end user

Requirements
• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role with 3-4 years of experience supporting multiple sites & ability to travel if required.
• Hands-on experience on
• Windows/Mac OS Desktop, laptop and smart devices
• Cisco & avaya IP telephony,
• MS O365 Support,
• Active Directory Management
• Lan and Wireless Network Support,
• Trend Micro AV,
• Adobe applications, Autocad
• MDM (Vmware & Intune)
• ITSM Tools
• Customer support
• Good understanding of computer systems, mobile devices (Android/IOS) and other tech products
• Ability to diagnose and troubleshoot technical issues within the defined SLA
• Familiarity with remote desktop applications and help desk software (Ivanti) & AD Manager –Manage Engine
• Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal
• BS degree in Information Technology, Computer Science or relevant field
• MCP/MCITP/CCNA/ITIL certifications will be added advantage

https://www.naukrigulf.com/it-service-desk-engineer-jobs-in-dubai-uae-in-jumbo-electronics-co-ltd-l-l-c-5-to-7-years-jid-060920000080