Your Role

Dewan Architects & Engineers is a global design consultancy firm with over 900+ professionals across offices in the UAE, Saudi Arabia, Egypt, Vietnam, the Philippines, and Iraq, seeking an IT Service Desk Specialist to join our Dubai office. The IT Service Desk Specialist is responsible for providing first-level technical support to internal users by responding to inquiries, diagnosing issues, and resolving hardware, software, and network problems. The role requires excellent communication, technical proficiency, and a customer-centric mindset and will participate in the daily IT operations of the Dewan Dubai office and assist other regional offices, during the standard business hours.

What You Will Do

• Effectively communicate and work with every level of employee, from general end users to high-level managers and Principals
• Determine the most effective problem resolution to minimize client downtime.
• Provide first level diagnostics and support for Windows and Mac client computers, MS Office products including Outlook.
• Provide installation, maintenance and ensure operation of all devices, including desktop/laptop computers, printers and peripherals installed within the regional IT infrastructure.
• Provide installation and basic troubleshooting of core 2D and 3D drafting products, including Revit, AutoCAD, 3ds Max as well as other graphics design and rendering software, including SketchUp, Rhino, and Adobe CS
• Install, configure, and support other specialized (departmental) software and provide end-user support.
• Support remote users accessing virtual desktop infrastructure.
• Administer user accounts and security controls within Active Directory
• Image laptops and desktops during initial deployment, maintenance, and end-of-life replacements
• Maintain and complete appropriate records for incident resolution.
• Comply with vendor-specific maintenance and repair procedures.
• Establish and document configurations, installations, etc.  Create support documentation appropriately for new issues.
• Support mobile devices, including iPhones, iPads, and Android.
• Assist staff in troubleshooting equipment such as web conferencing and AV equipment.
• Perform special project assignments as deemed necessary by IT management.
• Maintain current knowledge of desktop computing technology, applicable software tools and networking technologies used by Dewan. Develop and expand knowledge of these technologies over time.
• Maintain knowledge of and adherence to Company policies and procedures
• Develop rapport with staff to understand their technology skills and tailor hands-on support accordingly.
• Maintain ethical and professional behavior in dealing with users, department associates, and other departments' personnel. Adhere to all software licensing restrictions.
• Multitask in a fast-paced environment, while maintaining an emphasis on detail and quality
• Check all the printers and plotters on a weekly basis and contact vendor/supplier for toner requirements and technical support.