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IT Support & Helpdesk Engineer

Alrostamani GroupDubai, Dubai, United Arab Emirates

2 منذ أيام

الوصف الوظيفي

IT Support & Helpdesk Engineer Jobs in Dubai, UAE

Job Purpose

The main responsibility of IT Support & Helpdesk Engineer is to be the end-user’s first point of contact with IT Help Desk (SANAD) and provide first line support for minor incidents / requests. This role will be backup for 2nd line IT Support Engineers and Senior Management support.

Job Responsibilities

Incident Management

Update and assign tickets received through SANAD

Log tickets, both incidents and service requests, reported by end-users

Assign tickets to appropriate Teams and Engineers

Minimize impact of incidents on operations through escalations and reporting

First Level Support

First point of contact; provide information requested by end-users regarding IT services

Provide first level resolution of tickets

Problem Management

Recognize and identify possible Problems and escalate to the appropriate team

Support ARG & GIT Projects / Demands delivery

Comply with GIT policies and procedures

Job Requirements

Qualifications

Bachelor Degree in any discipline, with certification in related field

Experience

2 – 5 year experience with Technical support (onsite and remote)

Solid experience with Hardware (Laptops, Desktops, Printers, Scanners and other peripherals)

Knowledge & Skills

Good technical knowledge and familiarity with IT Infrastructure

Excellent English and communication; able to express thoughts between normal language and technical language

Positive and Proactive attitude

Team player

Committed and Hardworking

Competent with troubleshooting and resolving incidents / requests

Capable of providing workarounds when resolution is not readily available

The following skills are an added advantage :

Hardware / software configurations / installation and troubleshooting

Active Directory

Microsoft Exchange

Service Desk Plus (Manage Engine) Software

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إنشاء تنبيه وظيفي لهذا البحث

It Support Engineer • Dubai, Dubai, United Arab Emirates