Technical Support Engineer

Hamdan Bin Mohammed Smart University; Dubai; On-site; AED 60,000 - 90,000; Full time

Job summary

Hamdan Bin Mohammed Smart University seeks a Senior Technical Support Engineer to deliver high-quality technical support for learners, staff, and faculty. The role includes server administration, asset management, AV/IT system maintenance, and user training.

The ideal candidate will have a ITIL V3 certification with 0–2 years of relevant experience, strong Windows/Mac desktop support, and excellent communication skills in English (Arabic a plus).

Qualifications

• Bachelor’s degree in computer engineering, Computer Science, IT, or a related field from an accredited university.
• ITIL V3 certification.
• Any other certification will be a plus (Microsoft, Cisco, Apple etc.).

Responsibilities

• Provide first-level technical support to learners, staff, and faculty face to face or remotely using appropriate remote support tools.
• Log, follow up and close technical support tickets in a timely manner.
• Administer servers and applications such as Active Directory, Antivirus, backup system, and print servers.
• Monitor and maintain hardware/software assets inventory and AV systems.
• Provide technical trainings as needed to staff and learners.
• Support desktop PCs and end-user devices like printers/scanners.
• Perform end-user testing to detect software defects and inconsistencies.
• Contribute to special projects and document deliverables.
• Report information security incidents or suspicious behaviors to the line manager.
• Adhere to information security and health & safety policies.
• Handle other responsibilities assigned by the line manager.

Skills

Windows support

Mac support

DNS/TCP-IP

Customer care

Time management

Analytical skills

Communication skills

Interpersonal skills

English proficient

Education

Bachelor's degree in CS/IT/Comp Eng

ITIL V3 certification

Additional certifications (Microsoft, Cisco, Apple)

Job description

The Senior Technical Support Engineer is responsible for providing high-quality technical support to the learners, staff, and faculty members. Also responsible for the administration of server application and providing technical training as needed.

Main Roles & Responsibilities:

1. Provide first-level technical support to learners, staff, and faculty face to face or remotely using appropriate remote support and communication tools. Timely and proper logging, follow up and closure of technical support tickets.
2. Provide technical support for various external/internal events organized by HBMSU. This includes requirements collection, preparation, testing, and support.
3. Administration of various servers and applications the department may own (e.g. Active Directory, Antivirus, backup system, Print server, etc.).
4. Regularly maintain the hardware/software assets inventory.
5. Regular monitoring and maintenance of audio and video systems. Check systems health regularly and execute corrective actions when necessary.
6. Provide technical trainings whenever required.
7. Provide hardware and software support for desktop computers and other end-user devices like printers and scanners.
8. Perform end-user testing of various applications and systems as required to detect software defects and inconsistencies.
9. Perform the assigned tasks as part of special projects such as working with other team members to determine and meet business needs, completing individual deliverables, contributing to overall project objectives, and documenting whenever applicable.
10. Report any information security incidents or suspicious behaviors to the line manager.
11. Adhere to internal and local information security and relevant health and safety laws, regulations, policies, and procedures.
12. Handle any other responsibilities assigned by the line manager.

Required Qualification & Skills:

Professional Experience

0-2 years of relevant experience in a similar position

Education and Academic Qualifications

• Bachelor’s Degree in computer engineering, Computer Science, IT, or a related field from an accredited university.
• ITIL V3 certification
• Any other certification will be a plus (Microsoft, Cisco, Apple etc.).

Knowledge, Skills & Abilities

• Microsoft Windows, Mac, and general desktop support issues.
• End-user devices like printers and scanners.
• Audio and Video systems like projectors, mixers, etc.
• DNS, TCP/IP, and other networking concepts.
• Excellent customer care skills.
• Time and project management skills.
• Analytical and problem-solving skills.
• Interpersonal, communication, and soft skills.
• Ability to work under pressure and in a diverse culture.
• Excellent communication skills in English languages; Arabic language is an advantage.