Field Support Technician

Facility Overview:

At Sheikh Sultan bin Zayed Hospital, we bring together world-class clinical experts from our network of hospitals including Imperial College London Diabetes Centre (ICLDC), Healthpoint, Amana Healthcare and Mubadala Health Dubai, to deliver international standards of care. The state-of-the-art 45,000 sqm, 200-bed in-patient hospital provides multidisciplinary medical and surgical specialties covering the full continuum of care from Family & Internal Medicine, Diabetes Management & Endocrinology to Psychiatry and Emergency Care and much more.

Job Overview:

The role involves managing and maintaining voice, desktop, and data network systems, ensuring system availability and efficiency. Responsibilities include planning, installation, troubleshooting, and system coordination to support both users and the IT department. The position also involves assisting users with various systems (phones, voice recording, messaging, and office peripherals), diagnosing and resolving technical issues, and escalating as needed. As the single point of contact for users, the role includes tracking and managing service requests through a service management tool while also contributing to system improvements and evaluations.

Responsibilities:

• On-Site Technical Support – Travel to M42 asset locations to provide hands-on assistance, troubleshooting, and technical support for caregivers and contractors.
• Diagnose & Resolve IT Issues – Troubleshoot and fix problems with end-user devices, including printers, card readers, IPTV, telephones, kiosks, business applications, and Biomed devices.
• Hardware & Software Setup – Install, configure, and set up IT equipment and software to ensure smooth functionality for users.
• Routine Maintenance & Updates – Perform regular maintenance, repairs, and updates to keep all devices operating efficiently.
• User Training & Support – Provide basic training to end-users on IT equipment and applications, ensuring they can work effectively.
• Incident Tracking & Documentation – Maintain accurate records of service calls, inventory, repairs, and support activities, ensuring efficient asset management.
• Network & Security Compliance – Assist with network connectivity issues, Wi-Fi setup, and system security while ensuring adherence to IT security policies.
• Collaboration & Quality Assurance – Work closely with L2 & L3 teams, vendors, and managed services to resolve complex issues while meeting strict Service Level Agreements and ensuring service excellence.

Qualifications:

• Bachelor's degree or diploma with relevant major in IT
• At least 3 years direct experience with user support in a multi system environment
• DR, clustering and high-availability tools experience
• General knowledge of IT infrastructure and Technology solutions