End User Support Specialist - Arabic

Intertec Softwares Pvt Ltd; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading IT support company in Dubai is seeking a skilled IT Support Specialist to respond to IT tickets and provide timely support. Responsibilities include troubleshooting hardware and software issues, managing user accounts, and onboarding new users. Candidates must possess strong communication skills, be proficient in Arabic, and have a solid understanding of ticketing systems and computer systems. This role requires excellent problem-solving abilities and a commitment to providing high-quality IT service.

Qualifications

• Comprehensive knowledge of computer systems and experience troubleshooting.
• Must have ITIL certification.
• Must be able to communicate in Arabic.

Responsibilities

• Respond to IT support tickets and inquiries via email, phone, or ticketing systems.
• Handle, solve and log technical tickets in a ticketing system.
• Install and configure computer hardware, software, systems, and networks.
• Manage user accounts in Active Directory and Exchange server.
• Onboard new users and provide professional support to VIP users.

Skills

Problem-solving skills

Communication skills

Time Management

Research Skills

Attention to details

Multitasking

Teamwork

Tools

Ticketing systems

OS systems

Networking

Job description

Responsibilities

• Responding to IT support tickets and inquiries via various channels, such as email, phone, or ticketing systems, and documenting solutions and resolutions.
• Handling, solving and logging the technical tickets in a ticketing system.
• Provide quick and effective assistance with IT systems to all users.
• Prepare IT assets for the users to meet the requirement.
• Responding in a timely manner to technical issues and requests with high quality to meet SLA.
• Installing and configuring computer hardware, software, systems, networks, printers and scanners.
• Manage user’s account in AD and Exchange server.
• Analyzing and diagnosing issues and malfunctions with troubleshooting hardware and software.
• Onboarding new users.
• Excellent problem-solving and analytical skills.
• The ability to break down technological processes and deliver clear, step-by-step instructions to users.
• Provide professional support to VIP users.
• Troubleshooting and diagnosing IT problems, identifying root causes, and implementing solutions to minimize downtime and disruptions.
• Assisting with the setup and deployment of new devices, including computers, printers, and mobile devices.
• Providing training and guidance to end-users on IT tools, applications, and best practices to enhance their productivity and technical proficiency.
• Work with the team to provide high-quality IT services to the users.
• Must be able to communicate in Arabic.
• ITIL certification will be an added advantage.

Technical Skills / Competencies (Mandatory)

• Comprehensive knowledge of computer systems and experience troubleshooting hardware and software.
• Basic networking experience.
• Comprehensive experience with OS systems.
• Proven experience in ticketing systems.

Soft Skills (Mandatory)

• Excellent communication skills, both written and verbal.
• Time Management.
• Research Skills.
• Attention to details.
• Patience.
• Work under pressure.
• Multitask Management.
• Analytical and problem-solving skills.
• Teamworking skills.
• Arabic speaking and writing.