End User Support Technician

Job Title: VIP End User Support Engineer -ARABIC
Location: Dubai
Key Responsibilities & Accountabilities

• Answer staff questions in person and via phone on all company supported applications. Troubleshoot computer problems. Determine source of computer problems.
• Advise staff on appropriate action. Serve as liaison between staff and the technology department to resolve issues.
• Work one-on-one with staff on application projects. Provide recommendations on company application purchases. Document resolutions for future reference.
  

Education & Experience

• 4 years' experience in IT. Knowledge of TCP/IP protocols and their functionality.
• Advanced knowledge and troubleshooting of Windows XP, and Vista. Advanced knowledge and troubleshooting of office applications.
• Working knowledge of implementation of LANs. Ability and desire to learn new skills quickly.
• Fluent in both written and spoken Arabic and English.

Technical Support:

• Provide technical support to end users by diagnosing and resolving hardware, software, and network issues.
• Offer assistance on various platforms (PCs, laptops, mobile devices) and software (operating systems, applications, business tools).
• Answer inquiries about system configurations, software installation, and application usage.

Issue Diagnosis and Troubleshooting:

• Identify and analyze technical problems by gathering information from users about the issue.
• Troubleshoot issues related to operating systems, network connectivity, and application performance.
• Work with users to understand the issue, replicate the problem if needed, and provide effective solutions.
• Escalate unresolved issues to higher-level technical teams or vendors as necessary.

Incident Management and Resolution:

• Log, track, and manage support requests using a ticketing system (e.g., JIRA, ServiceNow, Zendesk).
• Prioritize and resolve issues based on severity and impact to ensure timely resolution.
• Monitor ticket statuses to ensure that service-level agreements (SLAs) are met.
• Ensure that users are updated on the progress of their issues.

Software Installation and Configuration:

• Assist in the installation and configuration of software applications, operating systems, and drivers.
• Provide guidance on configuring user accounts, email accounts, and necessary system settings.
• Perform routine software updates and patches to ensure systems are secure and functioning correctly.

Hardware Support:

• Support end users in troubleshooting hardware issues (e.g., printers, monitors, workstations, networking equipment).
• Set up and configure new hardware, such as computers, printers, and other peripherals.
• Work with the IT team to replace faulty hardware and ensure users are equipped with functional devices.

User Training and Documentation:

• Provide training to users on the use of software, systems, and hardware, ensuring they are comfortable with their tools.
• Create and maintain user guides, troubleshooting documentation, FAQs, and other resources to empower users to solve simple issues on their own.
• Offer recommendations on best practices for using IT systems to increase productivity and minimize downtime.

Network and Connectivity Support:

• Assist users with connectivity issues, including Wi-Fi, VPN, intranet, and internet access problems.
• Troubleshoot and resolve network-related issues such as connectivity, speed, and security concerns.
• Work with network administrators to ensure users are properly connected to corporate networks and services.

System Monitoring and Maintenance:

• Perform routine checks to ensure systems are functioning as expected, identifying potential issues before they affect end users.
• Monitor system performance and ensure security measures (e.g., antivirus updates, firewalls) are in place.
• Support efforts to maintain and back up critical business systems.

Escalation and Collaboration:

• Collaborate with System Administrators, Network Engineers, or Developers when issues require more advanced technical expertise.
• Escalate complex issues to specialized teams, ensuring that users are informed of the status and resolution process.
• Work alongside other departments (e.g., IT, HR, Operations) to address cross-functional technical challenges.

Desired candidate profile

• Technical Knowledge:

  • Strong understanding of hardware (computers, printers, mobile devices, etc.) and software (operating systems, applications).
  • Familiarity with networking concepts such as TCP/IP, DNS, VPN, and Wi-Fi connectivity.
  • Basic knowledge of database management, cloud services, and enterprise software tools.

• Troubleshooting and Problem Solving:

  • Ability to diagnose technical issues, determine root causes, and provide effective solutions.
  • Strong analytical skills for troubleshooting hardware and software problems efficiently.
  • Ability to perform step-by-step troubleshooting and document solutions.

• Customer Support and Communication:

  • Excellent communication skills to clearly explain technical issues to non-technical users.
  • Active listening skills to understand user issues and offer appropriate support.
  • Ability to handle multiple tickets at once while maintaining professionalism and a customer-first attitude.

• Ticketing and Support Tools:

  • Proficiency with ticketing systems (e.g., Zendesk, Freshdesk, JIRA Service Desk).
  • Familiarity with remote support tools (e.g., TeamViewer, Remote Desktop).
  • Understanding of knowledge management and self-service portals for users to find solutions.

• Time Management:

  • Strong time management skills to prioritize tasks and ensure timely issue resolution.
  • Ability to manage competing demands from different users and handle issues based on priority.

• Documentation and Reporting:

  • Ability to create detailed documentation on issues and solutions to maintain an accurate record of incidents.
  • Writing skills for creating user guides, FAQs, and knowledge base articles.