Technician – IT Help Desk

General Civil Aviation Authority; Abu Dhabi; On-site; AED 67,000 - 100,000; Full time

Job summary

General Civil Aviation Authority in Abu Dhabi is seeking an IT Support professional to deliver first level IT and information security incident response. The role focuses on logging and routing tickets, timely troubleshooting, and hands-on support for users and devices.

You will maintain IP telephony, video conferencing, and security systems in the IT Data Centre, assist guests, and manage desktop hardware, software, and peripherals.

Qualifications

• Higher Diploma in IT or Information Systems with 0-2 years experience.
• Experience in IT/IS administration and maintenance.

Responsibilities

• Provide first level support for IT and information security incidents.
• Log and route incident/service tickets to appropriate IT teams.
• Troubleshoot and provide timely technical assistance to users.
• Provide configuration, installation and troubleshooting on Microsoft products and other software/hardware.
• Support IP telephony, video conferencing and converged media systems.
• Monitor security systems including CCTV and biometric systems in the IT Data Centre.
• Assist guests and visitors with technical support.
• Operate IT Helpdesk ticketing system.
• Manage biometric attendance system and related hardware.
• Train users on new software and hardware.

Education

Higher Diploma in IT or Information Systems

Tools

Microsoft products

IT ticketing system

Cisco IP telephones

BlackBerry Enterprise

Antivirus software

Job description

Description

IT Support

• Provide first level support for all kinds of IT and information security incidents

  • Manage all support requests from all channels by logging and routing of all incident and service tickets to appropriate teams within IT.
    • Manage the process of effective troubleshooting and provide timely technical assistance to users on resolution of technical Issues and faults.
    • Provide on-going support for IP telephony video conference and other converged media systems.
    • Operate monitor and prioritise security systems including CCTV cameras and biometric system within the IT Data Centre.
    • Assist guests and visitors visiting GCAA premises with technical support.
    • Provide configuration installation and troubleshooting on all Microsoft products 3rd party software account software HR ID software Licensing software e-Archiving software desktop laptop printers scanners Cisco IP telephones and other IT peripherals /devices.
    • Operate and monitor IT Helpdesk service manager ticketing system tool.
    • Operate troubleshoot and configure Blackberry enterprise admin application and device support.
    • Carry out all infrastructure support for desktop and printing solutions by diagnosis and preventive maintenance.
    • Deploy and support antivirus and approved software in client machines.
    • Manage the biometric attendance system and hardware for all locations

• Answer users inquiries in person email and via telephone concerning systems operation.

  • Train users on use of new software and hardware.
    • Help users to fill new e-forms e.g. UAF RFC and e-Archival etc.
    • Hand over new users ID and password with documentation to new employee.

• User training and system awareness

• Asset management

• Manage inventory of desktop laptop CD DVD VOIP phones Blackberries printers scanners photocopiers servers network devices etc.
• Manage disposal of all information on IT systems

Documentation

• Archive IT-related documents on electronic archiving system.
  • Update knowledge base on IT systems
• Follow up all IT electronic requests (end to end responsibility).

Knowledge and Experiences:

Higher Diploma in IT or Information Systems with 0-2 years experience in management of IT/IS administration and maintenance

Required Experience:

IC