L2 Desktop Support Engineer

About the Role

Excis Compliance is a global leader in IT support services, emphasizing innovation and a collaborative culture. We are currently seeking a dedicated and enthusiastic Desktop Support Engineer based onsite in Dubai to provide exceptional support to our clients, including VIP and executive users. This position demands professionalism, technical proficiency, and strong communication skills to ensure outstanding IT support experiences.

• Our client network spans over 190 countries.
• We employ more than 6000 engineers worldwide.
• Serving over 200 enterprise clients globally.

We promote a friendly and supportive environment focused on growth where individual accomplishments contribute to team success. Join us to tackle complex IT issues and celebrate achievements together.

Key Responsibilities

• Deliver onsite technical assistance for desktops, laptops, mobile devices, printers, and peripherals.
• Serve as the main contact for VIP and executive users requiring prompt and professional support.
• Diagnose and resolve hardware, software, operating system, and application-related problems.
• Support users working remotely or across multiple office locations.
• Handle installation, configuration, imaging, deployment, maintenance, and hardware replacements for desktops and laptops.
• Configure BIOS settings, operating systems, device drivers, Microsoft applications, VPNs, encryption, and endpoint security protocols.
• Conduct hardware upgrades, software installations, and deploy necessary patches.
• Manage device refresh cycles and lifecycle replacements.
• Process Install, Move, Add, Change, and Decommission (IMAC) requests, scheduling with users and stakeholders.
• Perform data backups, restoration, user profile migrations, and workstation preparations.
• Test equipment and applications post-implementation to confirm proper operation, and provide initial user guidance.
• Address basic network issues including LAN, WAN, Wi-Fi, and connectivity challenges.
• Provide Level 1 support for voice and data cabling, and assist with file and print server support as needed.
• Connect and configure devices to network services appropriately.
• Prepare meeting rooms and conference spaces, supporting audio-visual and videoconferencing equipment, including troubleshooting and vendor coordination.
• Maintain accurate records of IT asset inventories, arrange asset allocation, reconcile, replace, and dispose of assets as required.
• Manage loaner devices and ensure hard disk retention complies with company policies.
• Liaise with internal teams and third-party vendors to resolve incidents, manage repair activities, warranty claims, and escort vendors onsite.
• Contribute to IT deployment projects and support office relocation activities.
• Assist with onboarding and offboarding by configuring user workstations, managing application access, remote access, and portable storage requests.
• Support shared workstation environments with multiple user profiles.
• Document all service tickets thoroughly, maintain ticket updates, and obtain user confirmations upon resolution.
• Prepare monthly operational reports and adhere to change management, security, and compliance standards.

Requirements

• Between 3 and 8 years of experience in Desktop Support or End-User Computing roles.
• Proficiency with Windows 10/11, Microsoft 365, Active Directory, Azure AD, SCCM, Intune, VPNs, and endpoint management tools.
• Experience supporting printers, scanners, mobile devices, and other peripheral hardware.
• Basic understanding of networking concepts including LAN, WAN, Wi-Fi, and server environments.
• Familiarity with ITSM platforms such as ServiceNow, Jira, or equivalents.
• Strong troubleshooting capabilities coupled with excellent communication and customer service skills.
• Able to manage multiple concurrent support tasks efficiently in a fast-paced environment.
• Fluent English communication skills; knowledge of local languages is advantageous.
• Valid driving license is preferred.

Benefits

Joining Excis means contributing to a company where your work has a direct impact on user satisfaction and business operations. We offer a supportive atmosphere that promotes professional development, continuous learning, and teamwork across multiple technologies. Our compensation is competitive, and you will be part of a global IT leader committed to innovation and excellence.