IT Support Engineer

Al Rostamani Group


Date: 5 days ago
City: Dubai
Contract type: Full time
Job Purpose

The main responsibility of IT Support Engineer is to be the second level of support for end-users; providing remote/onsite resolutions, new installations and inquiries.

Job Responsibilities

Second Level Support

  • Invest, analyse and resolve incidents/service requests, logged as tickets assigned to Desktop Team, escalated from the first level (Helpdesk)

Problem Management

  • Identify possible Problems and escalate to the appropriate team (is it the same as one of the IT support helpdesk engineers duties)

Desktop Team Scope Include

  • Provide support to ARIE users in the following areas: Desktops, Laptops, Printers and peripherals
  • Software Installation and Configuration
  • Orienting end-users with basic usage of IT assets and services, including basic maintenance.
  • Support ARIE-IT Projects / Demands delivery (define the role inside)
  • Comply with IT policies and procedures
Job Requirements

Qualifications

  • Bachelor Degree in any field, with Computer related certificates

Experience

  • 1 - 3 year experience with Technical support (onsite and remote)

Knowledge & Skills

  • Good technical knowledge and familiarity with IT Infrastructure;
  • Solid experience with Hardware (Laptops, Desktops, Printers, Scanners and other peripherals);
  • Excellent English communication; able to express thoughts between normal language and technical language
  • Positive and Proactive attitude
  • Team player
  • Committed and Hardworking
  • move to key accountabilities Competent with troubleshooting and resolving incidents/requests
  • Capable of providing workarounds when resolution is not readily available
  • Active Directory, Microsoft Exchange, Manage Engine Products will be an added advantage
  • ITIL awareness/certification is a plus

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