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.