IT Support Technician Required in Dubai

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Job Purpose:

Ensure sufficient on-sight support of IT helpdesk services to achieve maximum user support, ensure user satisfaction and SLAs are met.

Key Accountabilities:

Operations
Provide 1st level technical support by responding to incidents assigned, analysing complex systems, computer hardware & software and network related problems. Install and configure computer systems.
Incident Management

Handle assigned incidents and if the incident can not be resolved escalate issue to relevant IT team and/or vendor as required.
Process Improvement

Work closely with the IT Support manager in standardizing technical operating procedures to continually improve the quality of technical services provided to the users.
Concepts & Policies
Adopt and apply professional strategies and policies within the area of responsibility in accordance with management directions.
Reporting & Documentation
Prepare the required support documents, report and update solutions to avail adequate documentation for problem solving and supporting users effectively.

Qualifications and Experience:

Bachelor degree in Computer Engineering, Information technology or equivalent.
2-4 years of IT experience with a focus desktop/helpdesk support.
Certification in ITIL MCSE is preferred.

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