| Job Location | United Arab Emirates |
| Education | Engineering Graduates/PG |
| Salary | Not Mentioned |
| Industry | IT - Hardware |
| Functional Area | Not Mentioned |
Core AccountabilitiesProvide direct support to end users in the usage, maintenance and resolution of current IT hardware (e.g. computers, printers, etc.), software applications, and network facilitiesInstall, configure, and maintain new device components and software applications for end users across EDGE and its entitiesRemove, replace, upgrade or repair existing or aging equipment and applications as necessaryAnalyze 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 managerEnsure 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 issuesConduct general fault rectification and replacement of faulty hardware parts to maintain high uptime of the equipment and systemsEnsure 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 resolutionManage and escalate end user issues to the required instances within EDGE ITProvide 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 problemInteract with the user ensuring a productive network environment, communicating with the users in a non-technical language, providing an excellent customer serviceResolve all hardware issues with computers, printers, hand wireless devices, etc. across EDGE and its entitiesExperienceMinimum of 3 years experience in related field.Experience in the use of IT Service Desk Management (ITSM) tools & software (e.g. ManageEngine, ServiceNow)EducationBachelor?s Degree in Information Technology, Computer Engineering or equivalentCertification on ITIL Operational Support and Analysis (OSA), CCNA, MCSA or MSCE is desirableKey SkillsStrong technical communication and collaboration skills which means he is able to communicate issues and fixesTime management, team partnering skillsAbility to prioritize tasks based on urgency and importanceVendor 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 skillsYou will be redirected to the company website to apply for this position.
Keyskills :
Experience in the use of IT Service Desk Management (ITSM) tools
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