IT Desktop Services Techician

About the Role
We are seeking an enthusiastic, independent, resourceful, and experienced Desktop Support Technician to join our growing Information Technology team in Dubai, United Arab Emirates. In this role, you will ensure that company systems and networks are continuously designed, developed, deployed, and managed with a strong emphasis on robust security and risk management controls. A key aspect of the position involves providing excellent customer service through regular interactions with company employees to identify and resolve problems promptly, following established standards and procedures.

Essential Duties and Responsibilities
Key responsibilities for this position include:

• Perform intermediate to advanced desktop administration and client/desktop service and support in managing IT endpoint assembly, installation, imaging, configuration, optimization, maintenance, repair, testing, and upgrading client-facing technologies.
• Image computers using SCCM and create bootable USB drives.
• Conduct advanced troubleshooting and diagnostics for optimum performance by users of desktop computers, laptops, handheld/wireless devices, printers, copiers, and related computing technologies, adhering to departmental procedures and company policy.
• Support intermediate to advanced Office 365 services.
• Administer appropriate levels of security controls, governance, compliance, and data loss prevention to secure enterprise computing assets.
• Efficiently manage, research, and troubleshoot incoming incident and service requests, prioritizing and escalating as necessary in a fast-paced team environment.
• Monitor, address, document, and resolve complex customer needs promptly and effectively to ensure customer satisfaction.
• Gather relevant information and regularly update the manager and teammates regarding progress and any potential risks or impacts.
• Compose supporting technical documentation related to the position.
• Collaborate with all IT operating segments as needed.

Education and Licensure

• An Associate's degree and two years of relevant experience, or a cumulative minimum of four years of total relevant experience in an intermediate to advanced computer, laptop, and mobile device support role, supplemented by coursework in the field or any equivalent combination of education, experience, and training (required).
• Microsoft Office 365 Fundamentals certification (required).
• Certified Modern Desktop Administrator Associate or equivalent Microsoft certification in Windows Operating System 10 (preferred).
• Apple certification (preferred).

Skills, Experience and Qualifications

• Proficiency with systems-related diagnostics, troubleshooting, maintenance, and repair, including new installs, upgrades, and optimizations (required).
• Experience installing, testing, and troubleshooting related hardware and software applications, including multi-platform operating systems and third-party applications (required).
• Advanced experience in desktop administration and client/desktop service and support (required).
• Advanced troubleshooting experience for optimum performance of desktop computers, laptops, handheld/wireless devices, printers, and copiers (required).
• Experience providing end-user call support and prioritizing service needs (required).
• Ability to work under pressure and exercise sound professional judgment in analyzing and resolving or escalating system issues (required).
• Capacity to handle multiple tasks through to completion and customer satisfaction (required).
• Proven organization, planning, customer service, and response skills (required).
• Participation in IT on-call rotation schedule for the Desktop Support team, including evenings and weekends as needed (generally one week every several months) (required).
• Flexibility to travel to company offices as needed (required).

Benefits
We invest in our people, and each employee will have a unique career path. We offer competitive pay and benefits along with well-being programs to support you and your family.