IT Systems Support Engineer ***ONLY Emiratis with family book***

Overview

Job purpose

IT Support

• 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 2nd level, 3rd level and vendor
• Install, upgrade, support and troubleshoot operating systems on Laptop(Windows 10, 11), 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, Audio Video Conferencing systems
• Mobile management enrollment and activation
• Shared folders permissions management
• Print server & consumables 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 Upkeep of IT Assets in Asset Management Tool regularly
• 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 & C-level Executives.
• 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 2nd level (Applications team and Field Support team) and 3rd level (Infrastructure and Production teams)
• Provide support to branch/ shops remotely /physically

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 center staff and roaming users
• VPN configuration and troubleshooting
• Provide support to PABX system
• Minimum requirements of role

Essential

• **UAE National with family book**
• 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, system build through SCCM/Image/WDS
• Excellent knowledge of Microsoft Office products including O365, Teams, Sharepoint
• 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

Qualifications

• Bachelor or Diploma Degree in an IT related field or equivalent hands-on experience
• ITIL v3/v4 Foundation Certification

Desirable

• Certificate in Windows 10/11 Troubleshooting and Implementation
• Network+ Certificate
• MCSA/MCSE Certificate
• To apply, please drop us an email with your updated resume, mentioning in the subject line of your email the “Graduate Opportunity: Finance Executive”.