| Job Location | Al Ain, United Arab Emirates |
| Education | Not Mentioned |
| Salary | Not Mentioned |
| Industry | Other Business Support Services |
| Functional Area | Not Mentioned |
IT Support SpecialistJob DetailsDivisionService Delivery (IT Operations)Reporting ManagerSr. IT Customer services managerJob LocationAbudhabi, UAE Alef HQ Job PurposeThe main responsibility of the on-site IT support is to provide technical support to users in an efficient and accurate manner. She/he will be considered as the firms front liner to solve basic technical problems and provide support for all assigned areas. The goal is to make sure that customer value is maintained to the standards set forth by the company. On-site IT support has to be customer service-oriented acting as the first point of customers contact for Alef platform administration requests. Key Responsibilities– School administration for Alef platform for the assigned school.– Address all Alef platform related requests and incidents from users (School administration, teachers and students).– Coordinate and manage escalation to Alef back office team to serve customer requirements.– Serve as the first point of contact for walk-in customers seeking technical assistance.– Analyze and resolve end user hardware and software computer problems in a timely and accurate fashion as per Alefs service scope in schools.– Troubleshoot hardware and software issues in person, remotely and via phone.– Offer daily operations and systems support to users.– Properly escalating unresolved queries to the next level of support.– Coordinate with Alef teacher development coach in the school for all Alef programs.– Follow-up and update customer status and information– Verify functionality of hardware and software components based on Alef service scope.– Coordinate and following up resolution for open/pending incidents.– Ensure proper recording, documentation and closure of tickets.– Attend and fulfil ad-hoc requirement from Client or Alef management with respect to Alef services in schools. Education, Experience and Required SkillsEducational Qualification—¸ Bachelors degree in computer science or equivalent—¸ ITIL Certification requiredExperience—¸ 2-3 years relevant experience in IT Support and customer services—¸ A technical associate/undergraduate degree or equivalent relevant experience preferredEssential SkillsTechnical Skills Required– Proven working experience in providing IT help desk support– Working knowledge of help desk software, databases and remote control– Application support experience– Good understanding of Operating system, network and server technology– Advanced troubleshooting and multi-tasking skills– Ability to diagnose and resolve unique, nonrecurring problems associated skills– Strong IT skills and knowledge including hardware, software and networksLeadership and Operational Skills Required– Proficiency in English and Arabic– Customer service– Strong client-facing and communication skills– Logical reasoning– Problem solving and analytical skills– Attention to detail– Team player
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