Principal Specialist Technical Support

Job Description

Principal Specialist Technical Support

Job Objective
Provide functional expertise and quality assurance to all IT related end user software and hardware within UAE Accountability Authority (UAEAA) including but not limited to the management of the help desk and system configuration, process alignment, implementation and practices to sustain system availability, efficiency, and performance of information systems.

Key Responsibilities/Duties

• Strategy and Planning
• Develop and manage the implementation and update of the section related policy, procedures manual, delegation of authority, systems user manuals and standard forms, and ensure compliance across the Authority and alignment with UAEAA's overall policies and procedures.
• Develop and manage the implementation and update of the section's strategic, budget and procurement, and operational plans ensuring alignment with the department and sector's strategy and objectives, and UAEAA's mission and vision.
• Ensure effective cascading of the department and sector strategy and objectives, and UAEAA's mission and vision into the section's strategic, budget and procurement, and operational plans to achieve UAEAA's overall objectives.
• Develop the section's Key Performance Indicators (KPIs) in line with UAEAA's overall objectives and ensure individual KPIs are met to improve efficiency and effectiveness.
• IT Governance And Strategy
• Contribute to the development of an IT governance framework covering IT risk management, IT services, technical support and compliance in line with best practice frameworks.
• Technical Support
• Manage the provision of technical support for technical challenges associated with software, applications, network and systems to ensure issues are resolved.
• Manage preventive maintenance of end user technical devices and equipment regularly and upon request to ensure its operability to support IT requirements.
• Manage technical assets and ensure monitoring and replacement as and when required in accordance with UAEAA's applicable policies.
• Manage the installation of software and applications on end user devices and equipment and update them to ensure their sustainability.
• Manage the analysis of the requests/reports received at the technical support platform, the monitoring of the common requests/reports, preparation of documentation, and review solutions to resolve the issues.
• Manage the development and testing of the technical configurations with a range of functionality, which meets users' information requirements.
• Manage the pilot testing of the technical module configurations to ensure that they provide the degree of functionality and reliability required by functional users.
• Manage effective first line interface with users seeking IT support and ensure to keep end users advised on request status and progress on the technical issues.
• Manage the identification of internal end-user and external stakeholders requirements on technical support and information respectively and ensure to study their expectations and follow the designed framework for meeting these requirements.
• Manage the analysis of incident records and classification of incidents, including matching against known errors and problems and assessing related configuration and resolution details to provide ongoing support.
• Allocate unresolved end user incidents and requests as appropriate in accordance with established escalation procedures and escalate complex incidents especially cases of serious degradation of service levels.
• Ensure rapid and effective response/resolution for major or high incidents to maintain logs and advise users of actions to be taken.
• Provide advice to users on systems, products and services which are available to end users and provide information on updates, known errors, changes in availability, new facilities etc. to assist users in making more effective use of service desk systems, products, and services e.g., self-help portals.
• Coordinate arrangements for external technical support where problems cannot be resolved in house, based on instructions from IT Director.
• Manage the preparation of instruction manuals and guides for easy reference by personnel and to ensure clarity on every step of the IT Help Desk process.
• Ensure that documentation of the supported systems and software is available and in an appropriate form, providing feedback on outdated documentation.
• Talent Management and Development
• Manage the effective achievement of assigned section operational goals through effective leadership by setting individual objectives, managing performance within the section, and developing and motivating the team to maximize performance.
• Monitor a section's training plan to ensure that the team attends all trainings and development activities required for the role for continuous performance improvements.
• Conduct performance evaluation of subordinates against KPIs by monitoring individual performance, reviewing progress reports, recommending corrective actions and providing overall assessment to support the achievement of UAEAA's overall objectives.
• Manage team workload within the section through the appropriate delegation of work.
• Motivate subordinates, especially focusing on developing capabilities of UAE National employees, to develop a motivated and high performance team.
• Corporate
• Ensure employee adherence and compliance with all UAEAA corporate policies, procedures and guidelines (HR, IT, Procurement, Finance, Health and Safety etc.) within the assigned section.
• Manage and review section's related correspondence such as e-mails, memos, and letters to ensure professionalism, completeness and accuracy of information.
• Manage the retention, documentation, preservation, and archive of section's related physical and electronic records in accordance with relevant policies and procedures.
• Manage any section related queries and ensure that required response and support are provided to relevant UAEAA's organizational units and employees as and when required.
• Ensure relevant technologies used within UAEAA are utilized by employees in order to optimize work efficiency.
• Ensure compliance with UAEAA's values, Code of Business Conduct and ethics at all times to support the establishment of a value driven culture within the Authority.
• Ensure the implementation of the relevant health and safety legislation, policies and procedures, in the performance of duties within the assigned section.
• Lead the identification of opportunities for continuous improvement and sustainability of systems, processes and practices considering global standards, productivity improvement and cost reduction.
• Ensure that all reports are prepared accurately, submitted timely and meet UAEAA requirements and quality standards.
• General
• The level of performance should reflect the academic qualification, type of courses in the field of specialization, employee job level, and the level of productivity.
• The academic and professional certificates required and approved by UAEAA should be acquired within the period specified and based on the employee's Individual Development Plan.
• Perform the task and responsibilities independently unless an approval or directive was obtained to delegate the task to other employees in case of incapability to perform the tasks and responsibilities.
• Ensure teamwork, collaboration and dedication in performing duties.
• Showcase a strong leadership to the team members.
• Knowledge and awareness about the capabilities of the subordinates and showcase a strong knowledge in the field of specialization.
• Provide the required support and guidance to the subordinates.
• Take responsibility of the decisions made.

Requirements Minimum

Academic Qualifications

• Bachelor's degree in relevant field

Professional Certifications

• Microsoft Certified System Engineer (MCSE) status
• CISCO Certified Internetwork Expert (CCIE)
• Cisco Certified Network Associate (CCNA)
• Information Technology Infrastructure Library (ITIL)
• Project Management Professional (PMP)
• Leadership ILM 5

Professional Experience

• 10-12+ years of relevant experience in IT strategy formulation, policies, processes, systems development and Technical Support or equivalent work experience with preferably 6 years in a supervisory role.

Language Proficiency
Proficiency in Arabic and English