IT Support Engineer Level-3

We are recruiting an IT Support Engineer for one of our clients based in Dubai.

About Our Client:

Our client is the leading provider of comprehensive mobility solutions in Dubai and the largest taxi operator in the Emirates. Committed to innovation and excellence, they deliver digital and sustainable transport services aligned with global best practices to enhance convenience and customer satisfaction, ultimately aiming to improve people's happiness.

Key Responsibilities:

1. Troubleshoot functional and technical issues in configured processes, coordinating with product support for Level 3 concerns.
2. Record reported issues and their resolutions to update the knowledge management system and FAQ database.
3. Prepare monthly reports on reported and resolved issues.
4. Ensure compliance with standard software policies and assess nonstandard software requests following thorough analysis and security checks.
5. Assist users in daily activities, collaborating to identify and log business transactions within the system.
6. Provide comprehensive support for all end-user systems including printers, PCs, mobile devices, IoT devices, and phones.
7. Deliver services and support in line with SLAs and customer satisfaction objectives.

Requirements

1. Bachelor's degree in Computer Science or related field with at least 6 years of related experience.
2. Required Certifications: A M365 Certification, Network.
3. Preferred Certifications: Microsoft Technology Associate (MTA), Avaya, CCNA.
4. Proven experience as a Level 3 Support Technician or similar role.
5. Strong knowledge of computer systems, hardware, and software.
6. Excellent problem-solving and communication skills.
7. Ability to document solutions and provide training to users.
8. Familiarity with helpdesk software and remote troubleshooting.

Benefits

1. Competitive Salary.
2. Other Employee Benefits as per the UAE Labour Law.