IT Helpdesk Support

Ghobash Group; Abu Dhabi; On-site; AED 70,000 - 90,000; Full time

Job summary

A leading support services provider in the United Arab Emirates is seeking an IT Helpdesk Support professional. This role involves providing first-line support to users and ensuring the performance of the IT infrastructure. Responsibilities include troubleshooting, diagnosing technical issues, managing IT assets, and maintaining documentation. The ideal candidate should possess a Bachelor's degree in Computer Engineering, relevant certifications, and 4-5 years of experience in IT support. This is a full-time, on-site position with no remote work options.

Qualifications

• 4-5 years of experience in IT support or related field.
• Extensive experience with cloud platforms and data integration strategies.

Responsibilities

• Provide first-line support to users encountering technical issues.
• Diagnose and resolve basic hardware and software problems.
• Monitor network environments and proactively maintain infrastructure.

Skills

Network Management understanding

Familiarity with ITIL and its applications

Work with reports and root cause analysis

Maintain documentation

Monitor vendor SLAs

Education

Bachelor of Computer Engineering or Equivalent

Certifications in Cisco & Microsoft Preferred

Tools

Backup software (e.g., Synology)

Office 365

ITSM tools

Job description

The IT Helpdesk Support is responsible for providing end-user support related to all Level 1. ensuring that the performance and availability of the IT Network Infrastructure at the site is healthy and always functional

Support Engineer and same is maintained to the highest standard with maximum levels of productivity and efficiency. Support Engineer is responsible for the ongoing support of systems and hardware peripherals providing client support and working closely with users to understand business needs. Expertise in troubleshooting maintaining Service tickets and SLAs design.

• Advising systematic know-how of procedures operations and work instructions
• Provide first-line support to users encountering technical issues.
• Diagnose and resolve basic hardware and software problems.
• Follow up with users to ensure timely resolution of their issues and maintain a high level of user satisfaction.
• Escalate unresolved issues to higher-level support teams
• Good knowledge of ITSM tools.
• Checking systems and equipment for substandard performance or malfunctioning
• Fixing systems and equipment problems
• Setting up of Peripherals (i.e. Laptop/Desktop/Printers) as per the compliance and policy.
• Good knowledge of backup software like Synology.
• Good knowledge about Office 365.
• Good Knowledge in Active Directory Management DNS & DHCP
• Identifying performance problems and malfunctions.
• Maintaining hardware and corresponding documentation of fixes notes and recommendations
• Managing routine preventive procedures; maintaining and monitoring network security
• Analyzing and resolving faults.
• Monitoring network environments and proactively maintain infrastructure to prevent failures
• Updating process procedure and other documentation
• Log and follow-up issues with Vendors
• Perform health system checks on areas of responsibility
• Mapping clients requirements and liaise with Group IT
• Designing deploying maintaining and improving IT service delivery processes within the corporate guidelines to ensure efficient IT-dependent business operations and achieving corporate objectives
• Ensured adherence to the SLA within the network
• Responsible for monitoring and tracking IT assets.

Qualifications

• Bachelor of Computer Engineering or Equivalent
• Certifications in Cisco & Microsoft Preferred

Additional Information

Experience

• 4-5 years of experience.
• Extensive experience with cloud platforms and data integration strategies.

Skills & Abilities

• Network Management understanding.
• Familiarity with ITIL and its applications.
• Work with reports and root cause analysis.
• Maintain documentation
• Maintain and ensure network operations.
• Monitor vendor SLAs.
• Work with vendors for a solution and their support.

Remote Work

No

Employment Type

Full-time