DeskStop Engineer

This role is delivered across three site-coverage tiers — X-Small (Roving), Small, and Medium — each with a different visit/residency model but a shared core scope of work. The consolidated sections below apply to all three tiers unless a tier-specific note says otherwise.Role Purpose (Shared)Provide on-site and remote IT support across an assigned school site or cluster of sites, keeping end-user devices, classroom technology, local server/network infrastructure, and site documentation in good working order — while maintaining accurate, well-diagnosed tickets in the ITSM tool and escalating appropriately to central L2/L3 teams.X-Small (Roving): covers up to 4 sites on a published visit schedule, with the highest travel component of the three tiers.Small: near-resident on 1–2 sites, providing close to full-time on-site presence.Medium: covers a cluster with greater device density and infrastructure complexity, requiring more independent server/network ownership.Key Responsibilities (Shared Across All Tiers) Deliver first- and second-line IT support for end-user devices, classroom technology, printers and peripherals at assigned site(s). Perform routine server room checks — environmental conditions, UPS status, backup job verification, physical health of racked equipment. Carry out basic-to-day-to-day Windows Server administration under central/delegated direction — service restarts, patch validation, event log review, print/file service checks. Perform Active Directory tasks under delegated rights — account unlocks, password resets, group membership, computer object management; troubleshoot basic Group Policy issues. Install, image, configure and decommission end-user devices, classroom technology and peripherals; manage joiner/mover/leaver device provisioning. Provide first-line network support — patch panel work, switch port identification/configuration, access point replacement, Wi-Fi and LAN troubleshooting. Support Microsoft 365 end users — Outlook, Teams, OneDrive, SharePoint. Support examination sessions and computer lab readiness — pre-exam checks and standby cover during sessions. Maintain accurate asset records, CMDB entries and site documentation for every assigned location. Maintain local/mobile spares stock and reconcile with the regional Stores function on a defined cycle. Log, update and close all work accurately in the ITSM tool with correct categorisation and full diagnostic detail; escalate to L2/L3 or the Zone Lead as needed.Tier-specific Additions:X-Small (Roving): operate a published cluster visit calendar; triage/queue non-urgent work for the next scheduled visit; escalate to the Zone Lead when a site's demand consistently exceeds the agreed visit schedule.Small: provide informal floor-walking support to teaching/admin staff; act as the near-permanent on-site point of contact.Medium: manage the incident/request queue by SLA and academic impact; own the computer lab estate (imaging cycles, software deployment validation, licence compliance); coordinate on-site vendor/OEM visits; deliver structured handover to Service Desk/Problem Management on recurring cluster issues; manage local spares position independently.Required Technical Skills (Shared)Windows 10/11 deployment, imaging and troubleshootingWindows Server 2016/2019/2022 — basic-to-day-to-day administration, health checks, patch validation, event log analysis, physical rack/cable workActive Directory — user/computer objects, password resets, unlocks, group membership, delegated OU rights, basic GPO troubleshootingMicrosoft 365 — Outlook, Teams, OneDrive and SharePoint end-user supportBackup operations — job monitoring, media handling, restore requestsNetworking — TCP/IP, DNS, DHCP, VLAN awareness, structured cabling, Wi-Fi troubleshootingHardware break-fix on Dell, HP and Lenovo desktops, laptops, thin clients, printers and scannersClassroom/lab technology — interactive panels, projectors, document cameras/visualisers, classroom audioITSM tooling — accurate logging, categorisation, updates and closureMedium-tier addition: software deployment/imaging tooling (SCCM, Intune or equivalent); more advanced Windows 10/11 and Windows Server administration; switch port configuration.Qualifications & Certifications (Shared)Diploma or Bachelor's degree in IT, Computer Science or a related disciplineCompTIA A+ or Microsoft fundamentals certification preferredITIL Foundation an advantageMedium tier: Microsoft certification (MCSA, MD-102 or equivalent) preferred; ITIL Foundation preferred (stronger expectation than other tiers)Education Sector Experience (Preferred — All Tiers)Prior experience supporting schools, universities or an education-sector IT estate is a strong plus. Familiarity with academic-calendar-driven service demand, examination periods, classroom technology and safeguarding obligations will be considered favourably.Other Requirements (Shared) — Added AdvantageBilingual English and ArabicValid UAE driving licence (own vehicle preferred for the roving model)Willing to work school-term shift patterns and support examination periodsClean police clearance for deployment on school premisesUnderstanding of child-safeguarding obligations when working in an educational environmentTier-specific Additions:X-Small (Roving): strong self-management and route-planning discipline; works with minimal on-site supervision; comfortable working alone across multiple locations daily.Medium: able to manage competing demands across multiple sites without daily supervision; comfortable owning a local server estate day-to-day.Skills: microsoft,windows,technology