Job Description

We are looking to hire a persistent IT Support Specialist ( 5-10 Years experience) for a well-established Group of Companies & Industries to join our technical team in Dubai. Reporting to the IT Manager and will be responsible for the entire Group IT Infrastructure maintenance programming, processing and technical support. Skilled in Corporate software Programs, Risk Analytical Skills, and Troubleshooting management. Highly organized, quick learner, and capable of performing many different tasks.

Role and Responsibilities

Technical Support:·

• Provide technical support and assistance to employees regarding hardware, software, and network-related issues.·
• Respond to support requests promptly via various channels such as in-person, phone, email, or ticketing system.
• Diagnose and troubleshoot problems, and implement effective solutions.
• Install, configure, and maintain computer systems, software applications, and peripheral devices.

User Account Management:

• Set up and manage user accounts, access permissions, and security settings.
• Ensure proper user provisioning and deprovisioning procedures are followed.
• Assist users with password resets and account-related issues.

System Maintenance and Updates:

• Perform regular system maintenance tasks, including software updates, security patches, and system backups.
• Monitor system performance and address any issues or bottlenecks.
• Keep track of software and hardware inventory, and coordinate with procurement for replacements or upgrades.

Training and Documentation:

• Provide training and guidance to users on software applications and best practices.
• Create and maintain technical documentation, knowledge base articles, and user guides.
• Conduct workshops or sessions to educate users on IT-related topics.
• Create content for Training Documentation in the LMS platform.

Collaboration and Escalation:

• Collaborate with the IT team to diagnose and resolve complex technical problems.
• Escalate issues to appropriate teams or vendors when necessary, ensuring timely resolution.
• Communicate effectively with users and stakeholders to provide status updates and follow-up on reported issues.

Continuous Improvement:

• Stay updated with the latest trends, technologies, and best practices in IT support.
• Proactively suggest improvements to enhance the efficiency and effectiveness of IT support processes.
• Participate in IT projects or initiatives as required.
• Participate in weekly IT Momentum.

Education: Bachelor’s (Required)

Experience:

• IT Technical Support: 5 years (Required)
• Networking/ Programing: 5 years (Required)
• MCP / MCSE / CCNA: 5 years (Required)