L2 Desktop Support Engineer

WE RE HIRING FOR A DESKTOP SUPPORT ENGINEER IN DUBAI! Excis is a global IT support leader, driven by innovation and collaboration. We are seeking a customer-focused and enthusiastic Onsite IT Support Engineer with a passion for solving IT challenges and delivering exceptional user experiences. This is a fully site-based role supporting one of our valued clients, including VIP users, where professionalism, technical expertise, and excellent communication are key. Client in 190+ countries 6000+ Engineers 200+ Enterprise Clients We foster an open, friendly, and supportive growth-oriented culture where individual achievements fuel team success. From solving complex IT challenges to celebrating wins together, we put our people first. Start your journey with Excis and grow with us! Key Responsibilities • End-User & Executive Support • Provide onsite technical support for desktops, laptops, mobile devices, printers, and peripherals. • Act as the primary point of contact for executive users and provide VIP support. • Troubleshoot and resolve hardware, software, operating system, and application issues. • Support users working remotely or across multiple office locations. • Desktop & Endpoint Management • Perform installation, configuration, imaging, deployment, maintenance, and replacement of desktops and laptops. • Configure BIOS, operating systems, device drivers, Microsoft applications, VPN, encryption, and endpoint security settings. • Perform hardware upgrades, software installations, and patch deployments. • Conduct device refresh and lifecycle replacement activities. • IMAC Services • Handle Install, Move, Add, Change, and Decommission (IMAC) requests. • Coordinate scheduling with end users and relevant stakeholders. • Perform data backup and restoration, user profile migration, and workstation configuration. • Test equipment and applications after implementation to ensure proper functionality. • Provide basic user orientation following new installations. • Infrastructure Support • Perform basic troubleshooting of LAN, WAN, Wi-Fi, and network connectivity issues. • Provide Level 1 support for voice and data cabling. • Assist with file and print server support where required. • Connect and configure end-user devices to network services. • Meeting Room & Audio-Visual Support • Prepare meeting rooms and conference facilities for business meetings and events. • Provide hands-and-feet support for audio-visual equipment and video conferencing systems. • Troubleshoot conferencing equipment and coordinate vendor support when necessary. • Asset & Inventory Management • Maintain accurate IT asset inventory records. • Coordinate asset allocation, reconciliation, replacement, and disposal. • Manage loaner laptops and shared devices where applicable. • Handle hard disk retention and storage according to company policies. • Vendor & Service Coordination • Coordinate with internal support teams and third-party vendors for incident resolution. • Manage break-fix activities and warranty replacements. • Escort vendors onsite when required. • Support IT deployment projects and office relocations. • User Account & Workplace Support • Support employee onboarding and offboarding activities. • Configure user workstations, applications, and access permissions. • Assist with secure remote access and portable storage requests. • Support shared workstation environments and multiple user profiles. • Documentation & Compliance • Ensure all incidents and service requests are accurately documented. • Maintain detailed ticket updates and obtain end-user confirmation upon resolution. • Prepare monthly operational reports. • Follow change management, security, and IT compliance procedures. Requirements • 3 – 8 years of experience in Desktop Support or End-User Computing. • Strong knowledge of Windows 10/11, Microsoft 365, Active Directory, Azure AD, SCCM, Intune, VPN, and endpoint management. • Experience supporting printers, scanners, mobile devices, and peripheral equipment. • Basic knowledge of networking (LAN/WAN/Wi-Fi) and server environments. • Experience with ITSM tools such as ServiceNow, Jira, or similar ticketing systems. • Excellent troubleshooting, communication, and customer service skills. • Ability to prioritize multiple support requests in a fast-paced environment. • Fluent in English; knowledge of the local language is an advantage. • Valid driving license preferred.