Desktop Support Engineer

• Provides first-line support to customers, resolving issues or escalating (to 2nd line support) within the agreed service level agreement • Address user tickets regarding hardware, software, and networking • Traveling to the client’s location or connecting via a remote link • First response for desktop and cabling issues. • Install and inspect cabling system infrastructure. • Research and identify solutions to software and hardware issues • Troubleshoot O365 related issues • Hands-on experience in networking, routing, and switching • Diagnose and troubleshoot technical issues, including account setup and network configuration • Works with servers and telephone systems. • Refer to internal database or external resources to provide accurate tech solutions • Ensure all issues are accurately logged • Prioritize and manage several open issues at one time • Follow up with clients to ensure their IT systems are fully functional after troubleshooting • Troubleshoots independently aiming for first time resolution every time, knowing when to escalate when required to ensure consistent work velocity. • Provides detailed information on steps taken on all escalations.

Requirements

• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role. • Excellent problem-solving and communication skills. • Hands-on experience with Windows 7 thru 10, Windows Server and Mac operating systems. • Knowledge of network security practices • Ability to provide step-by-step technical help, both written and verbal • Must be confident and socially adept. • Experience with Microsoft Office Suite • Must be a fast and pro-active self-leaner. • Must have a positive and helpful attitude towards other colleagues and work in general. • Must be able to handle pressure from time to time and always meet deadlines. • Ability to travel, work shifts and after hours when necessary • Must have excellent time management, prioritization, scheduling and organization skills. • Degree in Electronic and Computer Engineering or Computer Science. Desirable • Hold a valid UAE Driving License • Certifications in Microsoft, Linux, Fortinet, Cisco or similar technologies is a plus

About the company
Unified Microsystems is a privately-owned IT Solutions Provider with offices in Dubai, United Arab Emirates and Manila, Philippines. It provides IT solutions for clients in the Middle East, Europe and South East Asia.