Dicetek LLC
Service Desk Engineer
On-siteAjman - United Arab Emirates (UAE)Posted 2 days ago
About the role
- Provide first-level technical support to users through phone, email, ticketing systems, and remote support tools.
- Log, track, prioritize, and resolve IT incidents and service requests within agreed SLA timelines.
- Troubleshoot issues related to desktops, laptops, printers, Microsoft Office, and other business applications.
- Support Microsoft Windows operating systems, Microsoft 365, Outlook, and Microsoft Teams.
- Assist with user account creation, password resets, access permissions, and Active Directory.
- Diagnose basic network connectivity issues, including LAN, Wi-Fi, VPN, and internet access.
- Install, configure, and maintain IT hardware and software.
- Escalate complex technical issues to the appropriate IT support teams.
- Maintain accurate records of incidents, resolutions, and user communications.
- Follow IT security policies, procedures, and standard operating guidelines.
- Provide timely updates to users and ensure customer satisfaction.