I.T Help Desk Engineer Required in Dubai - Dubai

I.T Help Desk Engineer Required in Dubai

Job Purpose : The primary intent of this role is to provide effective onsite and / or remote technical assistance for hardware or software issues from end-users of Hayat Biotech supported / approved computer and mobile applications and platforms. The incumbent is also required to troubleshoot problems, advise on appropriate actions and ensure ongoing support to IT / system operations for the business as a whole.

Key Accountabilities :

Serve as the first contact with customers who need technical hardware and / or software assistance via the phone, email or helpdesk
Responsible for installation and configuration of hardware / software devices / services
Open and review service desk tickets, ensuring appropriate level of information is available
Provide first level support as appropriate by troubleshooting using different diagnostic techniques
Alternatively redirect unresolved tickets to appropriate second level
Ensure that Service Desk tickets are monitored, tracked, and effectively closed in line with SLAs
Proactively communicate with stakeholders to provide updates / seek additional information on outstanding incidents and projects
Assist in the investigation and resolution of issues pertaining to applications to assist the team in providing high levels of customer service
Create a knowledge repository for end users on topics such as standard settings / configurations, troubleshooting and FAQs
Provide needed information on IT products or services
Keep record of problems and their resolution
Provide feedback on processes and make recommendations on areas to improve
Repair generic hardware malfunctions, software issues, and networking problems

Educational Qualification :

Bachelor’s degree in Computer Science / Information Technology or Equivalent from a recognized university
Experience with Internet of Things, Cloud data services (Azure, Google IoT)
· Industry certification in one or more of the following: MCSE, CCNP, CCSA, CISA, CA, CCSP, ISC, ITIL, etc.

Experience and Professional Requirements:

Minimum of 5 years professional experience in IT Support, preferably in a matrix technology organistion
In-depth understanding of IT governance frameworks, strong knowledge of IT best practices and protocols, operational risk management, and in-depth knowledge and expertise of operations, including IT practices includingIT ticketing systems – specifically with the below
IT Management practices and protocols, including in-depth knowledge of international IT standards.
IT and Operations Audit methodology
Capable of researching technical issues using external resources, i.e. support forums, vendor documentation
Competencies -

Expert Level (Level 3) of the following core competencies required:

· Effective Communication

Communicates convincingly, listens and captures reactions empathetically and ensures information flow within and outside the organization

· Team Work

Promotes and generates co-operation and teamwork; Develops team effectively and does succession planning accordingly where required

· Problem Solving

Analyses and interprets situations from a variety of viewpoints and finding creative, workable and timely solutions.

Advanced Level (Level 2) of the following core competencies required:

· Customer Focus

Anticipates changing customer needs, ensures client delight by exceeding expectations in ‘moments of truth’; Nurtures and maintains long term relationships with customers.

· Learning & Innovation

Develops new insights into situations; questions conventional approaches; encourages new ideas and innovations; designs and implements new or cutting-edge programs/processes.

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https://ae.linkedin.com/jobs/view/i-t-help-desk-engineer-at-hayat-biotech-3428674749?

Posted on : 2 years ago, #136591, 6 views

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