About the Role / About the Job
The Band 2 – Desktop Technician will provide day-to-day local and remote desktop support, receive inbound calls, answer questions, troubleshoot, and document steps performed to resolve challenges with hardware, software, and application issues in a ticketing system. The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Center. Desktop Support Engineers provide Break Fix, fault diagnosis, and resolution. They will deliver fault analysis for customers’ various core operating systems and platforms, as well as support and apply desktop fault resolution for the approved application suite. The ideal candidate should have 2-3 years of experience in Windows Desktop support.
Ready to apply for roles like this?
Unlock the company name and direct application link. Subscribers get instant access to fresh jobs across Dubai, Abu Dhabi and Riyadh, many with visa support.
Unlock employer & apply directly
Tasks
Position Responsibilities and Functions
- Provide first/second level contact and problem resolution for customer issues.
- Work with Third Party Vendors to remediate complex AV issues as needed.
- Provide timely communication on issue status and resolution.
- Maintain ticket updates for all reported incidents.
- Install, upgrade, support, and troubleshoot XP, Windows 7, Windows 8.1, Windows 10, 11, and Microsoft Office 2010, 2011, O365, Cisco Jabber, and other authorized desktop applications.
- Have basic knowledge of Mac operating systems to support Apple PCs.
- Install, upgrade, support, and troubleshoot printers and computer hardware.
- Perform general preventative maintenance tasks on computers and laptops.
- Perform remedial repairs on desktops, laptops, printers, and any other authorized peripheral equipment.
- Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software.
- Have a broad experience of IT with basic understanding of networks, servers, audio/visual, smart devices, and telecoms.
- This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Perform other duties as assigned.
Requirements
Candidate Required Minimum Qualifications and Skills
- Bachelor’s Degree or equivalent in Computer Science or related field.
- CompTIA A+, Microsoft Certified Professional (MCP), or better.
- Minimum of 18 months of IT experience.
- Proficient in Windows 7-11, Microsoft Active Directory, utilization of GPOs, MS Office 365, and PC hardware installation and troubleshooting, as well as Enterprise anti-virus solutions and helpdesk ticketing systems.
- Experience with mobile device management including iOS and Android devices, Enterprise encryption solutions, and Windows PC/laptop management via Active Directory.
- Proven analytical, troubleshooting, and problem-solving skills.
- Proven ability to multi-task, effectively determine priorities, and meet SLA’s.
- Excellent communication, relationship-building, and internal customer service skills.
- Adaptable and flexible in a fast-changing industry and work environment.
- Willing to work off-hours and weekends when required for projects or emergencies.
In addition, the Band 2 Technician will mentor and assist Band 1 technicians in their work and provide support to Band 3 Engineers in resolving tickets.
