Senior PC Technician - IT Operations Eng & Support

Wynn Al Marjan Island; Ras Al Khaimah; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading company in the hospitality industry is searching for a Senior PC Technician to manage IT support functions. This role involves resolving technical issues, maintaining software and hardware, and assisting users with various IT-related concerns. The ideal candidate will possess effective communication skills, strong problem-solving abilities, and a background in computer science or related fields, ensuring a well-rounded approach to technological needs.

Qualifications

• 3 to 5 years of experience in Information Technology.
• Experience in IT department for at least six months.
• Knowledge of MAC and PC products in a business setting.

Responsibilities

• Install and maintain computer hardware and software.
• Troubleshoot and resolve technical issues for users.
• Coordinate with support teams for hardware/software problems.

Skills

Problem-solving

Effective communication

Multitasking

Attention to detail

Education

Bachelor’s degree in Computer Science

Tools

ServiceNow

Job description

Job Purpose

The Senior PC Technician is a qualified Computer Technician responsible for installing, maintaining, and repairing hardware and software. The technician should be well-versed in computer systems and some network functions. The ideal candidate will work diligently and accurately, possessing strong problem-solving skills to resolve issues and ensure system functionality. The technician will also assist management with daily workflows and handling priority and special event tickets.

Essential Duties

1. Assist management by leading and supporting the team during your shift to resolve a wide variety of issues with varying levels of complexity.
2. Serve as an escalation point for end-user issues and requests.
3. Provide timely technical support and educate users on proper computer usage.
4. Coordinate efforts with various business units to isolate and resolve hardware/software problems.
5. Install and configure hardware and software components for usability.
6. Troubleshoot hardware and software issues, ensuring electrical safety standards are met.
7. Repair or replace damaged hardware.
8. Upgrade systems to support compatible software across all computers.
9. Support users and serve as the first point of contact for error reporting.
10. Manage technical documentation and service requests within ITSM solutions.
11. Maintain required licensing and updates.
12. Use personal devices for operational tasks and review company documents.
13. Create knowledgebase articles, checklists, FAQs, and train end-users.
14. Collaborate with support teams, including desktop support, NOC, application support, project managers, and engineers.
15. Serve as an escalation point for provisioning issues and requests.
16. Perform other duties as assigned.

Required Qualifications

• 3 to 5 years of experience in Information Technology.
• Dependable, self-starter with strong attention to detail.
• Ability to handle stressful situations and frustrated customers calmly.
• Ability to work in a fast-paced environment and move between issues efficiently.
• Proven ability to multitask and work independently.
• Effective communication skills in English.
• At least six months of experience in an IT department.
• Knowledge of administering MAC and PC products in a business setting.
• Familiarity with Windows Operating Systems, database programming, and software installation.
• Ability to manage service requests within ITSM solutions.
• Physical ability to lift up to 40 lbs.
• Willingness to work varied shifts, including nights, weekends, and holidays.
• Polished appearance and demeanor.
• Must obtain and maintain a Nevada Gaming License.

Education

• Bachelor’s degree in Computer Science, Engineering, or a related field.
• Minimum age of 21.

Preferred Qualifications

• 1 to 2 years in a Tech Level 2 position.
• Experience with ServiceNow incident management system.
• Experience with hospitality systems and analytics.
• Supporting casino/hotel proprietary applications.
• Knowledge of Apple products and software.
• IT certifications such as A+, Network+, Security+, ITIL, or MCP preferred.
• Understanding of ITIL principles.