Desktop Support

**Tasks** --------- **Desktop Support Engineer** **Kuwait** **6 months extendable** **About the Role** **We are seeking an experienced Desktop Support Specialist to provide comprehensive IT support and ensure seamless operations for our global workforce. This role involves managing day\-to\-day technical issues, onboarding/offboarding processes, project rollouts, and delivering exceptional VIP support.** **Roles \& Responsibilities** * **Perform IMAC (Install, Move, Add, Change) activities, including annual device refresh (\~25%).** * **Manage incidents (Break/Fix) for hardware, OS, applications, Citrix VDI, printers, connectivity, and conference room technology.** * **Provide on\-call support for Tier 1 and Tier 2 security incident tickets (weekly rotation).** * **Handle onboarding/offboarding tasks and miscellaneous IT requests.** * **Support initiatives such as Windows 11 rollout, domain migration, MEM rollout, Citrix VDI rollout, AV rollout, posture check rollout, and hardware refresh.** * **Perform KTLO activities: inventory management, storage clean\-up, asset disposal.** * **Conduct User Acceptance Testing for new images and projects.** * **Manage OS and application patching/feature updates.** * **Deliver global new\-hire IT orientation and remote training.** * **Create and maintain end\-user instructions and technical documentation.** * **Support company\-wide town halls and customer engagement events.** * **License provisioning/deprovisioning for platforms like Adobe Creative Cloud, Visual Studio/MSDN, SnagIt, Camtasia, Printer Logic.** * **Ensure effective ticket and queue management.** * **Provide VIP support for Customer C and C\+1 team (\~75 users).** * **Interface with hardware vendors for planning and problem resolution.** * **Configure and troubleshoot VPN clients; coordinate with Command Center.** * **Perform secure data deletion before disposal or user reassignment.** **Required Skills \& Qualifications** * **Strong knowledge of hardware troubleshooting for PCs and peripherals.** * **Experience with OS patching, application updates, and Citrix VDI environments.** * **Familiarity with Windows 11 rollout and domain migration.** * **Excellent communication and documentation skills.** * **Ability to manage multiple priorities and work under pressure.** * **Experience in handling VIP support and global end\-user training.** **Requirements** ---------------- **Preferred Qualifications** * **Bachelor’s degree in Computer Science, Information Technology, or related field.** * **IT certifications such as CompTIA A\+, Microsoft Certified: Modern Desktop Administrator Associate, or equivalent.** * **Experience with MEM (Microsoft Endpoint Manager) and enterprise\-level device management.** * **Knowledge of ITIL processes and best practices.** * **Prior experience in global IT support environments and handling large\-scale rollouts.** * **Familiarity with security incident management and compliance standards.** **Key Competencies** * **Technical Expertise: Proficient in end\-user computing and troubleshooting across hardware, OS, and applications.** * **Problem\-Solving: Ability to diagnose and resolve complex technical issues quickly.** * **Customer Focus: Strong commitment to delivering high\-quality support and ensuring user satisfaction.** * **Collaboration: Skilled in working with cross\-functional teams and external vendors.** * **Adaptability: Comfortable handling urgent requests and dynamic priorities.** * **Communication: Clear and professional communication for training, documentation, and stakeholder updates.** * **Process Orientation: Attention to detail in ticket management and compliance.**