IT Support Engineer

About EuroTech:

Founded in 2009 and thriving within the vibrant environments of the UAE and KSA, EuroTech specializes in delivering cutting-edge technology solutions that empower businesses to excel in the digital age. This mission is supported by our extensive experience in delivering projects that cater to a broad spectrum of requirements, from small-scale installations to large, multifaceted initiatives for governmental bodies.

What truly sets EuroTech apart is our determined commitment to quality and meticulous attention to detail. We pride ourselves on our ability to enhance productivity and performance for our clients through well-managed solutions and masterful project delivery. Our services are backed by a diverse team of experienced professionals who provide outstanding support and advice, ensuring our solutions not only meet but exceed our client's expectations.

EuroTech is proud to have established strong alliances and secured industry accreditations with leading IT giants, including Cisco, HP, Microsoft, Meraki, and Apple, among others. These strategic partnerships and our collaborative efforts with key players enable us to design, deploy, and support the most suitable and cost-effective technology solutions for our customers.

We are currently recruiting for an IT Support Engineer to join our amazing team in a flexible and modern style work environment. We are managed services provider that takes the upmost pride in our level of high-quality service.

Key Responsibilities:

• Install end-user software (licensing validity and availability checks)
• Deployment of new applications (and/or upgrades) and follow-up
• Troubleshoot software application issues to resolve basic known ones and escalate complex ones to 2^nd level, 3^rd level and vendor
• Install, upgrade, support and troubleshoot operating systems on Laptops (Windows 10), Microsoft office products and any other authorized desktop applications
• Troubleshoot email issues (Exchange server/Exchange online)
• Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorized peripheral equipment
• Call center system support
• Mobile management enrollment and activation
• Shared folders permissions management
• Manage end-user issues raised to Service Desk (Level 1) through tickets and calls received through IVR when working from home or if desired by the management from the office
• Conduct remote troubleshooting
• Handle incoming calls from end-users in a professional manner and within the defined service levels and ensure achievement of KPI’s
• Ensure proper and timely communication to the end-user on every ticket through the Service Desk tool and phone
• Ensure all work conducted is being logged and managed within tickets raised by or on behalf of business users
• Provide high-quality resolutions of assigned tickets and managing the expectations of the users
• Ensure to resolve and close all end-user tickets within the defined Service Level Agreement (SLA) targets
• Escalate tickets that are beyond the scope of Service Desk or Field support to other teams in 2^nd level (Applications team and Field Support team) and 3^rd level (Infrastructure and Production teams)

Operational & Technical Responsibilities:

Security:

• Ensure full compliance with the Information Security policy and procedures
• Review encryption and antivirus definition status and remediate any issues
• Administrative Privileges management
• Ensure that all provided laptops have the necessary physical security measures
• Scan computers for virus infection
• Provide physical access to staff and visitors as necessary.

Network and Telecom:

• Troubleshoot end-user internet issues
• Local area network and Ethernet connections support
• Wireless network access basic support
• Headset phone and softphone setup for call centre staff and roaming users
• VPN configuration and troubleshooting

Key Skills:

Communication and Soft Skills:

• Excellent communication skills in English, both verbal and written
• Critical and analytical thinking and creativity – always challenging the status quo and find better ways to complete tasks
• Conflict Resolution – ability to resolve problems and complex situations
• Active listening and empathy – ability to listen and understand users to address their needs
• Team player – ability to work with a team and influence a positive collaborative culture
• Ability to prioritize workload appropriately based on the impact on the business

Technical Skills:

• Good understanding of computers architecture, Microsoft and desktop applications, computer peripherals, operating systems and application software
• Excellent understanding of Microsoft Windows infrastructure (Windows Server and Windows client)
• Good understanding of Microsoft Active Directory services
• Excellent knowledge of Microsoft Office products including O365 and Skype for Business
• Familiarity with network architecture, LAN network protocols and client-server business applications
• Familiarity with Citrix and remote desktop or any VDI platform
• Familiarity with Distributed File Sharing
• Good understanding of ITIL framework or any other service management framework
• Excellent understanding of IT service management tools and ticketing system
• Knowledge of using remote access tools for remote troubleshooting
• Ability to systematically troubleshoot complex problems and resolve them or escalate to the right team