Senior User Support

Job Description

Job Title: Senior User Support Posted Yesterday Job Summary:The role of a Senior User Support is to provide immediate solution on issues relating to the University?s technology resources to ensure the institution will operate efficiently. He will be responsible in providing first level of technical assistance to students, faculty, and staff and to other users of the University?s technology resources and ensure adequate support is provided to end-users. He will also take main responsibility in ensuring the IT department?s physical assets inventory is up to date.Senior User SupportAmerican University of Ras Al KhaimahGeneral information about institutionThe American University of Ras Al Khaimah (AURAK) is an independent co-education institution of Higher Education that provides an integrated American-style, undergraduate and graduate education. All programs are accredited by the Ministry of Education of the UAE; additionally, it is accredited by the U.S. regional accreditation association, the Southern Association of Colleges and Schools Commission on Colleges (SACSCOC). The American model of higher education ensures not only skills in specific academic fields, but also a general education curriculum that exposes students to new ideas and ways of thinking critically about local and global issues. AURAK is a young and rapidly growing university. AURAK is located in Ras Al Khaimah, one of the Northern Emirates and a rapidly growing region. The beauty of Ras Al Khaimah is reflected in its traditions and diverse landscapes ? its white sandy beaches, the majestic Hajjar Mountains, the expansive desert and its sands dunes, and the many historical sites.Job Purpose & Responsibilities The role of a Senior User Support is to provide immediate solution on issues relating to the University?s technology resources to ensure the institution will operate efficiently. He will be responsible in providing first level of technical assistance to students, faculty, and staff and to other users of the University?s technology resources and ensure adequate support is provided to end-users. He will also take main responsibility in ensuring the IT department?s physical assets inventory is up to date.Minimum Qualification and EducationEssential:

• Bachelors degree in computer science, Information Technology or any equivalent degree.
• Microsoft MCP/Cisco CCNP or any other technical certification.

Desirable:

• ITIL

Required Knowledge and Skills

• Strong written and verbal communication skills
• Ability to work productively with other members and pro?actively take on fair share of work
• Must display ability to work independently and exhibit the initiative to actively work incidents and projects to completion
• Professional experience supporting PC and Mac, with support experience for hardware and software problem analysis, diagnostics, and computer imaging; customer support and service; Microsoft and Apple OS & applications; iOS and Android email and calendar configuration support; printer support; network troubleshooting
• Good attention to detail and ability to show initiative
• Ability to plan and prioritize workload without supervision
• Ability to prioritize, manage and perform under pressure to meet SLA?s
• Willing to work flexibly and with enthusiasm
• Ability to demonstrate practical troubleshooting and problem analysis techniques
• Knowledge of Customer Service best practice
• Working knowledge of Microsoft Windows and MAC client operating systems as well as various software packages
• Excellent IT skills and computer literacy
• Good communication and interpersonal skills
• Analytical Thinking
• Customer Service Orientation
• Organizational Commitment
• Self-motivated, team worker
• Conflict Resolutions Skills
• Highly innovative

Work Experience Three (3) years of experience in IT Support role or an equivalent combination of education and/or experienceLanguage proficiency requiredVerbal communication/ Language skills

• Required: English, fluent
• Preferred: Arabic, basic
• Any other language is an asset

Written communication skills

• Required: English, fluent
• Preferred: Arabic

Competencies

• Service Excellence-
• Professional Ethics and Integrity-
• Problem-solving-
• Time Management-
• Teamwork-

Reporting lineManager of the Office of Information Technology

Keyskills :