IT Field Support Engineer

Job Title: IT Field Support Engineer

Location: Dubai, UAE for Onsite

Full Time

Job Description:

Dedicated IT Field Support Engineer to provide on-site technical support, ensuring the seamless operation of IT systems and infrastructure. The ideal candidate will be responsible for troubleshooting, maintaining, and upgrading hardware and software systems, as well as delivering excellent customer service to end-users.

Roles & Responsibilities:

• Provide on-site and remote support for hardware, software, and networking issues.
• Diagnose and resolve technical problems related to desktops, laptops, printers, and other IT equipment.
• Install, configure, and maintain IT hardware and software.
• Perform regular maintenance and upgrades to ensure optimal system performance.
• Troubleshoot and resolve basic network connectivity issues.
• Support the setup and configuration of network devices such as routers, switches, and access points.
• Support and troubleshoot Mac and Apple devices.
• Provide expertise in Microsoft Office applications and troubleshoot related issues.
• Manage and troubleshoot Active Directory, including user account administration.
• Maintain accurate records of all support activities, including issues reported and actions taken.
• Update and maintain technical documentation and user manuals as needed.
• Respond promptly to service requests and provide timely updates to stakeholders.
• Educate and train end-users on IT systems and best practices.
• Ensure adherence to company IT policies and procedures.
• Implement and maintain security protocols to protect company data.

Technical and Soft Skills:

• Proficiency in Windows and Mac operating systems.
• Strong understanding of hardware components, network configurations, and troubleshooting techniques.
• Experience with IT service management tools and remote support applications.
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.

Reporting Lines:

• Report to: VP Service Operations
• Report From: N/A

Key Result Areas:

• Resolve technical issues within the Service Level Agreement (SLA) timeframe.
• Ensure system uptime and complete regular maintenance tasks on schedule.
• Achieve high customer satisfaction scores based on end-user feedback.
• Maintain accurate and up-to-date technical documentation and user manuals.
• Adhere to IT security protocols and reduce security incidents.
• Successfully deploy and maintain Mac, Apple, and Windows devices.
• Ensure Active Directory and Microsoft Office issues are resolved efficiently.
• Respond to service requests and incidents promptly and effectively.

Working Conditions:

• Flexible working hours based on business requirements.
• Travel may be required to support site offices.

Years of Experience / Qualifications / Skills:

• Min of: 2+ years of experience in IT support or similar role in a large company.
• Years of experience in a managerial position.
• Min of: N/A

Qualification:

• Bachelor in Information Technology, Computer Science or equivalent field.