Job Description

We are looking for an experienced IT professional who can support our internal and client’s IT infrastructure. The infrastructure consists of Windows & Linux based Desktop and Server Environments, Firewalls, VPNs, IP Telephony Products

Responsibilities:

· Ensure that the deployed architecture for infrastructure, servers, PCs and peripherals meets the service level requirements in terms of expected availability, capacity, continuity, security, performance and reliability.

· Update the regular status in the incident management system.

· To identify recurring problem areas, articulating trends for root cause analysis and providing information to problem management. Ensure that assigned problems are defined and analysis inline with the Problem Management Process. Ensure that solutions to problems meet the architectural standards within the technology area and impact to the business is minimised.

· To be an interface with vendors, different technical teams, applications teams and dissipate the solutions required for all incident management and service request

· To analyze reported incident and provide solutions to the users enabling them to resume their work with minimum disruption as per agreed SLAs.

· To complete IT service requests (like new installations, reconfigurations & moves) as per agreed SLA. To work towards resolution of incidents across various technologies & platforms.

· To update the status of an incident or service request in the tool. To make sure that they hold up to date information before acting on any incident or service request to insure that tool and relevant teams are updated. Ensure escalation and other sectional procedures are maintained, proactively informing management of process or procedural improvements.

· To provide quick fixes / workarounds / solutions to be updated in the Known Error database to Problem Management Team. To identify recurring problem areas and to articulate trends for root cause analysis. To liaise with problem management to give a more permanent problem resolution. To proactively identify & highlight issues, to reduce the possibility of system downtime for users.

· To provide required statistics and assistance to Support Services Managers(s) in regular Customer services reviews.

· To implement proactive maintenance on peripheral devices on a recurring schedule to eliminate possible incidents and minimize possible impacts on customers. To review and oversee the maintenance of service, support and documentation standards and procedures on an ongoing basis.

· Ensure that the team maintain and control in auditable manner all transactions relating to receipt, storage, issue, return and re-issue of computer and server equipment. To ensure equipment deployed is auditable and appropriate action is taken when equipment is either lost, damaged or cannot be maintained in a cost effective manner.

· Carry out network infrastructure and solutions and other requested service as per the procedures provided by tech teams including LAN, WAN and VPN Lines.

· Ensure escalation and other sectional procedures are maintained, proactively informing management of process or procedural improvements.

Technical Experience:

· Proven work experience as a Technical Support Engineer, Server / Desktop Support Engineer, IT Help Desk Technician or similar role

· Hands-on experience with Windows Desktop & Server + Linux OS environments

· Hands-on experience with working on Firewalls & VPN Configuration

· Hands-on experience with working on VMware Virtualized Environments

· Hands-on experience with working on IT Telephony solutions

· Good understanding of computer systems, mobile devices and other tech products

· Ability to diagnose and troubleshoot basic technical issues

· Familiarity with remote desktop applications and help desk software

· Excellent problem-solving and communication skills

· Ability to provide step-by-step technical help, both written and verbal

· Ability to work both independently and as a team

· Excellent English written and verbal communication and documentation skills

· Additional certification in Microsoft, Linux, Fortinet, SonicWALL, VMware or similar technologies is a plus

· BS degree in Information Technology, Computer Science or relevant field

· 5+ years working professionally in a comparable position and/or significant record of related academic accomplishment.

General Qualifications:

· Excellent oral and written communication skills

· Excellent organizational skills

· Superior attention to details

· UAE driving license mandatory

Pay: Up to AED6,500.00 per month

If you looking for IT,Software or application development jobs in Dubai than Please check above requirements and update your profile if you are meeting the required things

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