User Support Engineer

Company: ITHR 360° CONSULTING –

WebSite: Dubai, United Arab Emirates

Job Description:**User Support Engineer – Job Specification**

**Position:** User Support Engineer

**Location:** Dubai

**Experience:** Three (3) to Five (5) Years

**Reports To:** IT Infrastructure Manager

**Role Summary:**

The User Support Engineer is responsible for the provision of comprehensive technical support to end-users, ensuring the uninterrupted operation of desktop and laptop computers, software applications, and associated peripheral equipment. This role necessitates demonstrable proficiency in troubleshooting, a strong customer service orientation, and the capacity to effectively resolve technical issues while maintaining a high standard of user satisfaction.

**Key Responsibilities:**

* Provide first and second-level technical support to end-users via telephone, electronic mail, or in-person consultation.
* Install, configure, and maintain desktop and laptop computers, printers, and related peripheral devices.
* Diagnose and resolve hardware, software, and network connectivity faults.
* Provide support for Microsoft Windows operating systems, the Office 365 suite, Outlook, Teams, and collaborative work platforms.
* Administer user accounts, permissions, and access privileges utilizing Active Directory and related systems.
* Escalate complex technical issues to appropriate higher-level support personnel and ensure diligent follow-through until satisfactory resolution.
* Maintain meticulous records of technical issues, resolutions implemented, and user feedback within the designated ticketing system.
* Assist in the onboarding process for new employees, including IT equipment setup and provision of relevant training.
* Ensure strict adherence to all organizational IT policies, security protocols, and data protection guidelines.

**Qualifications & Skills:**

* A Bachelor’s degree in Computer Science, Information Technology, or a closely related field is preferred.
* A minimum of three (3) to five (5) years of practical experience in IT user support/helpdesk roles.
* Thorough knowledge of Windows operating systems, the Microsoft Office 365 suite, and commonly utilized business applications.
* Hands-on experience with desktop and laptop hardware, peripheral devices, and mobile technology.
* Familiarity with Active Directory administration and ticketing systems (e.g., ServiceNow, ManageEngine, or equivalent).
* Knowledge of fundamental networking concepts, including TCP/IP, DNS, DHCP, and VPN.
* Exceptional problem-solving, communication, and customer service skills.
* Certifications such as ITIL Foundation, CompTIA A+, or Microsoft MCSA/MD-100/MD-101 are advantageous.

**Key Attributes:**

* A customer-centric approach with a positive and professional demeanor.
* A strong sense of accountability and ownership in resolving technical issues.
* The ability to work both independently and collaboratively as part of a team.
* A willingness to work flexible hours and provide on-call support as required.

Skills: