IT Helpdesk Engineer

Dautom; Abu Dhabi; On-site; AED 120,000 - 200,000; Full time

Job summary

An established industry player is seeking an IT Helpdesk Engineer to provide exceptional technical support in a fast-paced environment. This role involves addressing user queries, maintaining hardware, and ensuring timely resolution of IT issues. You'll proactively monitor service desk requests and assist in software rollouts while documenting all processes meticulously. Join a dynamic team that values innovation and efficiency, where your contributions will directly enhance user satisfaction and operational effectiveness. If you're passionate about technology and customer service, this opportunity is perfect for you!

Qualifications

• 6+ years of experience in a fast-paced IT support environment.
• Strong understanding of technical support and change management.

Responsibilities

• Provide first and second line technical support via various channels.
• Maintain user accounts and hardware, ensuring timely issue resolution.
• Assist in software releases and document the incident solving process.

Skills

Technical Support

Change Management

Documentation

Mobile Devices

Software Maintenance

Information Technology

Resolutions

Laptops

Loans

Email

Job description

IT Helpdesk Engineer

Job Description:

Provide first and second line technical support, answering user queries relating to hardware and software problems, via desk visit, phone and email.

Answer and log all service desk calls that are received via desk visit, telephone and email in a timely manner, escalating any issues to third line support when required.

Proactively monitor the Service Desk inboxes.

Resolve IT Support issues, aiming to resolve as many calls as possible as first point of contact.

Give customers confidence that their issue is understood and being dealt with promptly, keeping them informed of progress, driving issues through to resolution, offering mitigations where applicable.

Maintenance of user accounts on various systems, including AD and Exchange.

Maintenance of the Firms hardware, i.e. mobile devices, laptops, PCs, monitors etc.

Process management such as new joiners, leavers, mobile distribution, laptop loans etc.

Assist with Conference / Meeting Room assistance.

Building and installing PCs and mobile devices.

Assistance with Project work and implementation.

Evaluate documented resolutions and analyse trends for ways to prevent recurring issues.

Alert management and service owners to emerging trends in incidents.

Assist in software releases and rollouts according to Change Management best practices.

Escalate incidents with accurate documentation to service owners, when required.

Record, track and document the Service Desk incident solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.

Minimum Requirements:

Must have 6 years of experience in the relevant field in a fast-paced working environment.

Required Skills:

Support Environment, Mobile Devices, Resolutions, Laptops, Loans, Change Management, Technical Support, Information Technology, Email, Documentation, Software Maintenance, Management.