Summary
Intertec Systems is hiring a Technical Support Engineer in Dubai to support end-user devices under a managed services contract for DHA. The role provides remote and onsite Level 1 support for Windows, Mac and Android devices, Microsoft 365, connectivity, printers and meeting-room systems, while logging and resolving incidents in an ITSM tool and escalating where needed. Duties also include device setup and deployment, MDM enrolment, asset lifecycle support, documentation and assistance for VIP users. Applicants should have 3–4 years of experience, ITIL V3/V4 and Microsoft 365 Fundamentals certifications, and familiarity with ITSM tools and basic networking; shift rotation and physical participation in bulk asset movement are required.
The posting
As published on intertecsystems.com. Pulled from the employer's site and shown as they wrote it.
Job Title: Technical Support Engineer
Job Purpose: For technical support for End User Devices being managed under Managed Services Contract of DHA
Qualification: 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, including laptops, tablets, and mobile devices.
- Log Incidents and Service Requests, prioritize, categorize, resolve or escalate them to L2 & L3 support in the ITSM tool, ensuring SLA compliance, in adherence to ITIL practices.
- Provide prompt and effective support for VIP users.
- Work in shift rotation for 24/7 operational requirements of Remote Service Desk support and Field End user support.
Provide first-line support for end point 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 or carry out spare parts replacement for end-user devices where required.
- Provide Level 1 support for printers, Smart TVs, and audio/video conferencing systems (including boardroom and meeting room setups).
- Support asset lifecycle activities, including device preparation, deployment, movement, and coordination with relevant teams.
- Troubleshoot technical issues, document resolutions, and contribute to knowledge base articles for continuous service improvement.
Mandatory:
- ITIL V3/V4 Certification
- Microsoft 365 Fundamentals certification
- Exposure to ITSM tools such as Ivanti, BMC, ServiceNow, etc.
- 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. I
- Knowledge of Remote support tools such as Ivanti EPM, Microsoft Intune etc • Knowledge of IMAC (Install, Move, Add, Change) processes.
- Physical ability to participate in bulk asset movement. SOFT SKILLS: MANDATORY
- Excellent communication and interpersonal skills.
- Ability to handle VIP user issues with professionalism.
- Ability to work effectively in a team and maintain high customer satisfaction.
- Collaborate with other IT teams to ensure seamless support and issue resolution