Information Technology Support Engineer Required in Dubai - Dubai

Information Technology Support Engineer Required in Dubai

Required qualifications:

Previous working experience as an IT Support Engineer for 5 years
BA in IT, Computer Science or similar relevant field
In-depth knowledge of computer systems and mobile devices
Hands on experience with diagnosing and resolving basic technical issues
Excellent communication and interpersonal skills
Customer-oriented and patient

Nice to haves:

Related Microsoft Certification
Related Cisco Certification
Configuring software and hardware
Information systems
Installing upgrades
Network fundamentals
Troubleshooting and repair
Customer service
Communication
Spyware

Required Competencies

oral and written communication skills
learning skills
customer service orientation
problem analysis
problem-solving
adaptability
team interaction
planning and organizing
attention to detail
stress tolerance

Required Trainings

At Entrance

CompTIA A+ Computer Troubleshooting Certification
CompTIA Network
CompTIA Security
MCSE: Desktop Infrastructure

In-Service

· AAS - IT: Networking

BS - Information Assurance & Security
BS - Software Development: Mobile
MS - Network Defense
Work Activities Planning

Work with the Head of IT to develop and be accountable for annual budget spends for IT software and hardware.
Manage all software, including licensing requirements, anti-virus, backups, existing Windows platforms and specific departmental software needs.
Provide Communications and AV Support for phone system, video conferencing, SharePoint intranet, and maintain internet connections.
Work with the Head of IT to develop and be accountable for annual budget spends for IT software and hardware.
Train all staff on systems, to include Microsoft Office applications, Microsoft CRM database which has been adapted to local needs

Executing (Action)

Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
Respond to queries either in person or over the phone.
Write training manuals.
Train computer users.
Maintain daily performance of computer systems.
Respond to email messages for customers seeking help.
Ask questions to determine nature of problem.
Walk customer through problem-solving process.
Install, modify, and repair computer hardware and software.
Clean up computers.
Run diagnostic programs to resolve problems.
Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
Install computer peripherals for users.
Follow up with customers to ensure issue has been resolved.
Gain feedback from customers about computer usage.
Run reports to determine malfunctions that continue to occur.
Suggest improvements on procedures

Controlling

Installs and maintains hardware and software, documents diagnosis and resolution of faults, manages user passwords, security and inventory documentation, ensures the efficient performance of servers, printers and personal computers, and attends to other operational tasks

Related Processes

[Processes the position holder is involved in]

Register Incident

· Process objective: The Incident shall be recorded and documented in appropriate quality, in order to facilitate a swift and effective solution.

Process Service Request

· Process objective: An Incident of the type Service Request is to be completely processed within the agreed resolution time.

Immediate Incident Resolution by 1st Level Support

· Process objective: An Incident of the type Service interruption is to be solved within the agreed solution period. The aim is the fast recovery of the IT Service, where necessary with the aid of a Workaround. The solution is to take place, where possible, upon the first attempt by 1st Level Support; if this is not possible, the Incident is transferred to a suitable group within 2nd Level Support.

Analyze and Resolve Incident in 2nd Level Support

· Process objective: If possible, the root cause of the Service interruption should be corrected, or at least a Workaround applied. If the correction of the root cause is not possible, a Problem Record is created and the error-correction transferred to Problem Management.

Monitor and Escalate Incidents

· Process objective: The processing status of outstanding Incidents is to be continuously monitored, so that counter-measures may be introduced as soon as possible if Service Levels are likely to be breached.

Pro-Actively Inform Users

· Process objective: The users are to be informed of detractions to the IT Services as soon as these are known to the Service Desk. The users are then placed in a position to adjust themselves to interruptions, and the number of inquiries by users is reduced.

Close and Evaluate Incident

· Process objective: Before the final closure of the Incident, it is to be submitted to a quality-control with regards to the resolution. In addition to this, findings from the resolution of the Incident are to be recorded for the future.

Maintenance of Support Knowledge Base

· Process objective: Findings from the processing of Incidents as well as information from other Service Management Processes are to be incorporated into the Support Knowledge Base in a structured and quality-assured manner, so that future Incidents can be more efficiently processed.

Carry out Incident Management Reporting

· Process objective: It is to be ensured that (a) improvement potentials are derived from past Incidents, and (b) the other Service Management Processes have the information necessary from Incident Management that are required to fulfill their tasks.

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https://ae.linkedin.com/jobs/view/information-technology-support-engineer-at-confidential-3479270424?r

Posted on : 2 years ago, #139321, 16 views

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