IT Helpdesk Support - technical support to 1000+ end users

We have an urgent requirement for IT Helpdesk Support - technical support to 1000+ end users is required for one of our clients in Abu Dhabi, UAE.

Strong Experience of technical support to 1000+ end users is a must for this role.

Strong Experience in troubleshooting and resolving hardware faults, specifically business models from HP, Dell, and Lenovo.

Strong experience in troubleshooting network printers, specifically: Ricoh, HP, Xerox, Kyocera, and Samsung.

Strong experience in configuring and troubleshooting email accounts through Symantec Enterprise Vault agents.

Key Responsibilities

• Provide Level 1 technical support to 1000+ end users by resolving incidents and service requests assigned to the IT Field Support team through the ITSM system, as per ITIL v3 standards.
• Troubleshoot and resolve hardware faults in laptops and desktops, upgrade their memory and hard disk, specifically business models from HP, Dell, and Lenovo.
• Setup and troubleshoot local and MF network printers, specifically: Ricoh, HP, Xerox, Kyocera, and Samsung.
• Troubleshoot and resolve software application faults on users' computers, including Windows 7/8/10, Office 2013/2016, Outlook 2013/2016, Adobe, and Trend Micro Worry Free Business Security Anti-virus.
• Configure and troubleshoot email accounts, and email-archiving through Symantec Enterprise Vault agents.
• Install and troubleshoot PKI certificates for employees' email accounts.
• Install, configure, and troubleshoot business applications on end user devices; workstations and smart phones, and provide knowledge transfer to end users.
• Configure anti-virus software, mainly Trend Micro, on end-users’ workstations, and clean infected corporate laptops and desktops.
• Prepare, install, and configure standard Windows images on end-users' workstations.
• Deploy Windows service packs, patches, and updates on all end user workstations.
• Install, configure, and troubleshoot Cisco IP telephones of variant models.
• Setup network configuration on end-users’ workstations.
• Troubleshoot LAN/WAN connectivity issues for end-users.
• Extend network cables from wall sockets to users' workstations.
• Update the “IT Operational Manual” on a regular basis.

Skills: hardware troubleshooting, Cisco IP telephony, Dell, MS Office troubleshooting, network configuration, Windows imaging, Windows, technical support, anti-virus installation, network printer troubleshooting, email configuration.