Specialist, IT Support - Emirati Talent

EDGE


Date: 2 weeks ago
City: Abu Dhabi
Contract type: Full time
Core Accountabilities

  • Provide direct support to end users in the usage, maintenance and resolution of current IT hardware (e.g. computers, printers, etc.), software applications, and network facilities
  • Install, configure, and maintain new device components and software applications for end users across EDGE and its entities
  • Remove, replace, upgrade or repair existing or aging equipment and applications as necessary
  • Analyze problems in order to attempt hardware/ software solution by phone for remote users, and/or decide proper level of escalation and maintenance required to solve and prevent problems in coordination with the reporting manager
  • Ensure accurate diagnoses on computer hardware, network systems and programs to make sure all the systems and programs are running smoothly and up-to-date without any issues
  • Conduct general fault rectification and replacement of faulty hardware parts to maintain high uptime of the equipment and systems
  • Ensure that warranties are up-to-date to for the various hardware and software and coordinate fixes with the vendor.
  • Liaise with the vendors and other IT personnel for problem resolution.
  • Report/re-assign unresolved problems to Level 3 support teams to help find a resolution
  • Manage and escalate end user issues to the required instances within EDGE IT
  • Provide higher-level IT support with notes regarding the problem, steps they have already taken to resolve the issue, and their diagnosis of the user’s problem
  • Interact with the user ensuring a productive network environment, communicating with the users in a non-technical language, providing an excellent customer service
  • Resolve all hardware issues with computers, printers, hand wireless devices, etc. across EDGE and its entities

Experience

  • Minimum of 3 years experience in related field.
  • Experience in the use of IT Service Desk Management (ITSM) tools & software (e.g. ManageEngine, ServiceNow)

Education

  • Bachelor’s Degree in Information Technology, Computer Engineering or equivalent
  • Certification on ITIL Operational Support and Analysis (OSA), CCNA, MCSA or MSCE is desirable

Key Skills

  • Strong technical communication and collaboration skills which means he is able to communicate issues and fixes
  • Time management, team partnering skills
  • Ability to prioritize tasks based on urgency and importance
  • Vendor Management skills (e.g. logging cases with supplier and vendors to solicit proper fixes)
  • Basic knowledge and understanding of Microsoft Exchange, SCCM, Active Directory, Anti-Virus policies and communication, VPN, switches, firewalls, help desk support, web services, API and IP based protocols)
  • Customer service and result oriented with strong soft skills

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