Local Support Technician

Confidential Company

Posted 30+ days ago

Experience

4 - 9 Years

Job Location

Dubai - United Arab Emirates (UAE)

Education

MBA/PG Diploma in Business Mgmt(Information Technology)

Nationality

Any Nationality

Gender

Any

Vacancy

1 Vacancy

Job Description

Roles & Responsibilities

  • Respond to customer incidents and requests within agreed SLAs. Demand primarily comes from tickets escalated from the Global Service Desk that require onsite service and may also come from customer walk-ups.
  • Resolve customer issues by clarifying the customer's needs; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
  • Identify customer training opportunities
  • Keep records of customer interactions in ticketing system; follow communication procedures, guidelines, and policies, with clear documentation
  • Create & update knowledge articles
  • Manage end user assets (including laptops, desktops, monitors, peripherals, printers, mobile phones) from setup & configuration to collection & wiping. Ensure asset tracking systems are updated appropriately
  • Manage user accounts in active directory and supported applications
  • Assist with audio-visual conferencing
  • Perform onsite hardware and/or software testing and troubleshooting
  • Assist with security incident response and investigation where required
  • Assist with major incidents response and resolution where required
  • Assist with office move technology logistics
  • Assist with project delivery
  • Ad-hoc tasks assigned by Manager

Desired Candidate Profile

  • Strong written & verbal communication skills.
  • Ability to show and communicate empathy.
  • Tenacity & work ethic –willingness to do what needs to be done and not take shortcuts.
  • Excellent communication, including use of positive language, active listening, ensuring complete understanding.

Employment Type

    Full Time

Company Industry

Department / Functional Area

Keywords

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Confidential Company

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