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 troubleshooting
• Windows Server 2016/2019/2022 — basic-to-day-to-day administration, health checks, patch validation, event log analysis, physical rack/cable work
• Active Directory — user/computer objects, password resets, unlocks, group membership, delegated OU rights, basic GPO troubleshooting
• Microsoft 365 — Outlook, Teams, OneDrive and SharePoint end-user support
• Backup operations — job monitoring, media handling, restore requests
• Networking — TCP/IP, DNS, DHCP, VLAN awareness, structured cabling, Wi-Fi troubleshooting
• Hardware break-fix on Dell, HP and Lenovo desktops, laptops, thin clients, printers and scanners
• Classroom/lab technology — interactive panels, projectors, document cameras/visualisers, classroom audio
• ITSM tooling — accurate logging, categorisation, updates and closure

Medium-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 discipline
• CompTIA A+ or Microsoft fundamentals certification preferred
• ITIL Foundation an advantage
• Medium 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 Advantage

• Bilingual English and Arabic
• Valid UAE driving licence (own vehicle preferred for the roving model)
• Willing to work school-term shift patterns and support examination periods
• Clean police clearance for deployment on school premises
• Understanding of child-safeguarding obligations when working in an educational environment

Tier-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