Desktop Support Engineer L2

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 facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Centre. The Desktop Support Engineer provides break-fix fault diagnosis and resolution, including fault analysis for various core operating systems and platforms, and support for desktop fault resolution within the approved application suite. 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 upgrades and troubleshoot Operating Systems, Microsoft Office, Cisco Jabber, and other authorized desktop applications. Have basic knowledge of Mac operating systems to support Apple PC users. Install upgrades and troubleshoot for printers, computer hardware. Perform general preventative maintenance tasks on computers, laptops, and printers. Perform remedial repairs on desktops, laptops, printers, and other authorized peripherals. Use diagnostic tools to troubleshoot network connectivity and workstation hardware/software issues. Possess broad IT experience with a basic understanding of networks, servers, audio/visual, smart devices, and telecoms. This position requires flexibility and teamwork in a project-based environment. Perform other duties as assigned. Requirements Minimum of 18 months of IT experience. Experience with Windows 10-11, Microsoft Active Directory, GPOs, MS Office 365, PC hardware installation and troubleshooting, enterprise anti-virus solutions, helpdesk ticketing systems. Knowledge of mobile device management, including i OS and Android devices, enterprise encryption solutions, Windows PC/laptop management via Active Directory. Proven troubleshooting and problem-solving skills. Ability to multi-task, determine priorities, and meet SLAs. Excellent communication and customer service skills. Adaptable and flexible in a fast-changing environment. Willing to work off-hours and weekends when required. Fluent in English and Arabic. #J-18808-Ljbffr