End User Support Engineer

Company Description

IGME Information Technology is a leading global IT company providing end-to-end IT infrastructure, cyber security solutions and services. IGME partners with top technology vendors such as Cisco, Microsoft, HP, Huawei, Veritas, NetApp, and leading information security providers to offer robust, modern solutions. With offices in the UAE and KSA, the company serves clients worldwide and focuses on combining advanced technology with certified expertise. Role Description The End User Support Engineer is a full-time, on-site role based in Abu Dhabi, United Arab Emirates. 1. End User Support Engineer ActivitiesA. Pre-Arrival Preparation· Provision hardware (laptop/desktop, monitor, peripherals)· Assign asset tags and update inventory records· Install base operating system and drivers· Apply latest security patches and updatesB. Software Installation· Install standard productivity tools (e.g., Microsoft 365, browsers)· Configure email client and calendar access· Install department-specific applications· Set up antivirus and endpoint protectionC. Account & Access Setup· Create user account in Active Directory or identity provider· Assign appropriate group memberships and permissions· Configure single sign-on (SSO) and multi-factor authentication (MFA)· Provision access to shared drives, folders, and collaboration toolsD. Network & ConnectivityConnect device to corporate network (wired/Wi-Fi)Configure VPN access for remote workTest internet and intranet connectivityE. Security & ComplianceApply device encryption (e.g., BitLocker)Enable screen lock and inactivity timeout policiesConfigure data loss prevention (DLP) settingsEnsure compliance with IT policies and standardsF. User PersonalizationSet up user profile and preferencesConfigure printers and default settingsInstall optional tools requested by the userG. Documentation & HandoverProvide user with IT welcome guide and credentialsShare quick-start instructions and support contactsLog setup completion in ITSM or ticketing systemH. Post-Setup ValidationConduct first-day IT check-inConfirm access to all required systemsAddress any setup issues or requests 2. End User Support Scope A. Troubleshoot end user peripheral issues – Laptops, DesktopsB. Troubleshoot other peripheral issues – Network Printers, Access controls etc.C. Installation of newly approved software and imagesD. Apply patches for operating systemsE. System & Network Support including wifi access pointsF. Asset managementG. Assist with mobile device setup and managementQualificationsIndustry Experience of 3-5 years.Candidates should possess strong Troubleshooting and Technical Support skills for hardware, software, and network environments.Candidates should possess effective Customer Support and Customer Service skills, with a focus on clear communication and user satisfaction.Candidates should possess solid knowledge of Operating Systems (such as Windows, macOS, and common mobile OS platforms).Relevant IT certifications (e.g., CompTIA A+, Network+, Microsoft MCSA/Modern Desktop) are beneficial.Experience in end user support or helpdesk environments within an enterprise IT setting.Strong documentation skills and familiarity with ticketing or IT service management tools.Diploma or degree in Information Technology, Computer Science, or a related field is preferred.