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) 1. Deliver first- and second-line IT support for end-user devices, classroom technology, printers and peripherals at assigned site(s). 2. Perform routine server room checks environmental conditions, UPS status, backup job verification, physical health of racked equipment. 3. 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. 4. Perform Active Directory tasks under delegated rights account unlocks, password resets, group membership, computer object management; troubleshoot basic Group Policy issues. 5. Install, image, configure and decommission end-user devices, classroom technology and peripherals; manage joiner/mover/leaver device provisioning. 6. Provide first-line network support patch panel work, switch port identification/configuration, access point replacement, Wi-Fi and LAN troubleshooting. 7. Support Microsoft 365 end users Outlook, Teams, OneDrive, SharePoint. 8. Support examination sessions and computer lab readiness pre-exam checks and standby cover during sessions. 9. Maintain accurate asset records, CMDB entries and site documentation for every assigned location. 10. Maintain local/mobile spares stock and reconcile with the regional Stores function on a defined cycle. 11. 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.

Desired Candidate Profile

• 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)
• 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.
• 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
• 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.