Technical Support Engineer
Intertec SystemsUnited Arab Emirates1 day ago
Full-timeRemote FriendlyInformation Technology
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Skills:
Arabic speakers, Active Directory, ServiceNow, Remote Troubleshooting, office 365, Microsoft Exchange, ITIL, Azure,
Job Title : Service Desk Analyst/Technical Helpdesk Engineer
Experience : 3 +
Responsibilities
Attend to all communications to IT Helpdesk (phone, email, Self Service, chat, walk-in)
Use phone etiquette while dealing with users
Excellent communications skills in English & Arabic
Provide first level support to users and improve first level resolution percentage.
Log the calls and requests in the Service Desk System (Prefer candidates worked on different ticketing tools)
Troubleshoot and resolve common IT issues related to hardware, software, network connectivity, and applications.
Prioritize and manage multiple support requests simultaneously.
Decide on priorities and impact for the Helpdesk calls and mobilize support team for immediate resolution for high critical incidents.
Attempt to resolve incidents directly (e.g. over the phone or via remote management) as first level support and on-site assistance as needed.
If immediate resolution is not possible, assign requests to second level personnel
Communicate with users regarding use of FAQs, Policies, and Procedures.
Proactively look at root causes for repeated incidents.
Track progress and provide call status information to users
Provide management reports (Statistics, Trend analysis, Corrective Action)
Perform software installations (individual and group rollouts)
Manage knowledgebase, FAQs, etc.
Maintain list of IT Services, Service Assignment Groups, SLAs, KPIs.
Notify support personnel about variance and update Service Desk System for reasons and justification.
Improve skills in line with the new technology roll outs in the IT Department
Provide guidance to Service Desk Team members and share the knowledge
Communicate with users regarding new services, planned service disruptions and other bulletin messages
Establish process to facilitate knowledge transfer and foster services sustainability
Perform other duties and responsibilities related to the job and as assigned by line Manager.
Knowledge of ITIL processes is must and certification will be an added advantage.
Desktop administration activities like Windows installation and administration task.
Promote security awareness among users by educating them about best practices and identifying potential security risks.
Mandatory
ITIL certification (Foundation level or higher).
Experience with ticketing systems (e.g., ServiceNow, HPSM, Manage Engine, Ivanti).
Experience with remote support tools (e.g., TeamViewer, Remote Desktop).
Familiarity with cloud platforms (e.g., AWS, Azure, Google Cloud).
Experience with Active Directory, Exchange, and Office 365.
Arabic speakers, Active Directory, ServiceNow, Remote Troubleshooting, office 365, Microsoft Exchange, ITIL, Azure,
Job Title : Service Desk Analyst/Technical Helpdesk Engineer
Experience : 3 +
Responsibilities
Attend to all communications to IT Helpdesk (phone, email, Self Service, chat, walk-in)
Use phone etiquette while dealing with users
Excellent communications skills in English & Arabic
Provide first level support to users and improve first level resolution percentage.
Log the calls and requests in the Service Desk System (Prefer candidates worked on different ticketing tools)
Troubleshoot and resolve common IT issues related to hardware, software, network connectivity, and applications.
Prioritize and manage multiple support requests simultaneously.
Decide on priorities and impact for the Helpdesk calls and mobilize support team for immediate resolution for high critical incidents.
Attempt to resolve incidents directly (e.g. over the phone or via remote management) as first level support and on-site assistance as needed.
If immediate resolution is not possible, assign requests to second level personnel
Communicate with users regarding use of FAQs, Policies, and Procedures.
Proactively look at root causes for repeated incidents.
Track progress and provide call status information to users
Provide management reports (Statistics, Trend analysis, Corrective Action)
Perform software installations (individual and group rollouts)
Manage knowledgebase, FAQs, etc.
Maintain list of IT Services, Service Assignment Groups, SLAs, KPIs.
Notify support personnel about variance and update Service Desk System for reasons and justification.
Improve skills in line with the new technology roll outs in the IT Department
Provide guidance to Service Desk Team members and share the knowledge
Communicate with users regarding new services, planned service disruptions and other bulletin messages
Establish process to facilitate knowledge transfer and foster services sustainability
Perform other duties and responsibilities related to the job and as assigned by line Manager.
Knowledge of ITIL processes is must and certification will be an added advantage.
Desktop administration activities like Windows installation and administration task.
Promote security awareness among users by educating them about best practices and identifying potential security risks.
Mandatory
ITIL certification (Foundation level or higher).
Experience with ticketing systems (e.g., ServiceNow, HPSM, Manage Engine, Ivanti).
Experience with remote support tools (e.g., TeamViewer, Remote Desktop).
Familiarity with cloud platforms (e.g., AWS, Azure, Google Cloud).
Experience with Active Directory, Exchange, and Office 365.
Key Skills
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