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Technical Support Engineer - End User Support
Job Description & How to Apply Below
Technical Support Engineer - End User Support
Skills:
- Windows Troubleshooting
- Office 365
- Active Directory
- Dynamic Host Configuration Protocol (DHCP)
- Mail flow
- MacOS Support
- Patch Management
- ITIL
Job Title: Technical Support Engineer
Experience: 3+
Responsibilities:
- Proficiency in Microsoft Windows server OS and Client OS 11, and mobile devices.
- Efficient management and maintenance of end-user IT assets, including laptops, PCs, software, printers, scanners, video conferencing devices, attendance systems, and IP telephones.
- Experience with ITIL-based service desk ticketing tools, SLAs, and remote support tools, with knowledge of incident management, service requests, problem management, and change requests.
- Solid understanding and experience with mail flow in an enterprise environment and Office 365.
- Troubleshooting issues related to conferencing software (e.g., MS Teams, Web Ex, Team Viewer) and meeting room solutions.
- Providing orientation on IT products and technologies used within the organization to new staff.
- Knowledge of Active Directory (AD), DNS, DHCP, and Group Policy Object (GPO) management.
- Downloading, installing, and configuring software to meet user requirements.
- Escalating advanced IT support cases based on priority and ensuring follow-up.
- Maintaining IT assets and documentation, including network and user details.
- Providing L1+ support and demonstrating good knowledge of server, network and security devices.
- Supporting printer management, scanners, biometric systems, and CCTV devices.
- Responding to IT support requests via phone, email, and in person.
- Familiarity with the configuration and usage of email clients and mobile devices/smartphones.
- Serving as an escalation point for all organizational IT issues.
- Knowledge of Windows endpoint patching and troubleshooting.
- Performing accurate root cause analyses (RCAs) for all reported incidents.
- Coordinating and following up with vendors and follow-up.
- Participating in internal and external audits.
Location:
Dubai, United Arab Emirates
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