Technical Support Analyst

BridgeSol; Dubai; On-site; AED 120,000 - 180,000; Full time

Job summary

BridgeSol in Dubai, UAE seeks an experienced Technical Support specialist to handle inquiries via phone, email, chat or in person and resolve hardware and software issues across Windows, macOS and Linux. You will diagnose problems related to print management software on servers and networks, manage incident tickets, and collaborate with vendors to resolve complex issues.

You will install, configure and update software on different operating systems and devices, document resolutions, and train

Qualifications

• Bachelor’s degree in information technology or related field.
• 3–5 years of experience in technical support or IT support roles.
• Proficient troubleshooting across Windows, macOS and Linux; strong networking basics.

Responsibilities

• Provide technical support via phone, email, chat or in person.
• Diagnose and resolve hardware and software issues promptly.
• Troubleshoot across Windows, macOS and Linux environments.
• Analyze problems related to print management software and related systems.
• Elevate issues to specialized teams when needed and track SLAs.
• Install, configure and update software across operating systems and devices.
• Maintain incident management by logging tickets and ensuring resolution within SLAs.
• Create and maintain user documentation and provide training guidance.
• Collaborate with Reseller and End Customer teams to resolve complex issues.
• Suggest improvements to systems, processes or workflows for efficiency.

Skills

Windows OS

macOS

Linux

Networking fundamentals

Print management software

Remote support

Troubleshooting

Education

Bachelor's degree in Information Technology / Computer Science

Tools

Zoho Desk

Jira

Office 365

VPNs

Remote desktop tools

Job description

• Provide Technical Support
• Respond to user inquiries and support requests via phone email chat or in person
• Diagnose and resolve technical hardware and software issues in a timely manner
• Troubleshooting
• Analyze problems related to Print management software installed on servers network connectivity printers data base configuration etc
• Identify solutions or elevate issues to specialized teams if needed
• Software Hardware Management
• Assist with the installation configuration and updates of software applications i e Print management software Document Management software etc on different operating systems i e Windows Mac Linux etc and hardware devices i e Multifunction printers Card readers Biometric terminals etc
• Incident Management
• Track log and update support tickets in a timely manner Ensure that issues are resolved according to service-level agreements SLAs
• User Training Documentation
• Create and maintain support documentation for common issues and resolutions Provide training or guidance to users on software applications tools and IT best practices
• Collaboration
• Work closely with Reseller End customer teams to elevate and resolve more complex technical issues to Vendors
• Continuous Improvement
• Suggest improvements to current systems processes or workflows to enhance efficiency and user satisfaction

Education:

Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience).

Experience:

3-5 years of experience in technical support, help desk, or IT support roles.

Technical Skills:

• Proficient in troubleshooting Windows, macOS, or Linux operating systems.
• Knowledge of networking fundamentals (e.g., TCP/IP, DNS, DHCP).
• Familiarity with enterprise software and tools (e.g., Microsoft Office 365, VPNs, remote desktop software, Net work load balancers etc).
• Experience with ticketing systems like Zoho desk, Jira etc

Soft Skills:

• Excelent communication skills, both written and verbal.
• Strong customer service orientation with an ability to explain technical concepts to non-technical users.
• Ability to work independently and manage multiple tasks effectively.

Certifications:

• CompTIA A+, Microsoft Certified: Azure Fundamentals, or ITIL Foundation (preferred but not mandatory).