IT Support Engineer | Dubai, UAE

IT Support Engineer

Role & Responsibilities:

IT Support Engineer will be responsible for installing, maintaining, and supporting computer systems, networks, and software applications to ensure the functionality, security, and efficiency of all technological systems, helping Aon businesses operate smoothly and securely. Focusing on understanding business users' issues, challenges, and prioritizing the issues to resolve them on time to enable efficiency for business users is a primary responsibility.

Collaboration with global/regional core tech teams in rolling out, maintaining, and supporting Aon standard solutions is one of the key responsibilities.

Technical Skills

1. Hardware and Software Troubleshooting: Ability to diagnose and resolve issues with laptops, desktops, mobile devices, printers, and other peripherals.
2. Operating Systems: Proficiency in Windows, macOS, and mobile operating systems (iOS, Android).
3. Microsoft Office Suite: Strong knowledge of Microsoft Office applications (Word, Excel, PowerPoint, Outlook).
4. Email and Collaboration Tools: Experience with email clients (Outlook, Gmail), collaboration tools (Microsoft Teams, Slack), and video conferencing platforms (Zoom, Skype).
5. Network and Connectivity: Understanding of network fundamentals, Wi-Fi, and internet connectivity.
6. Security and Compliance: Familiarity with security best practices, data protection, and compliance regulations (e.g., GDPR, HIPAA).
7. IT Service Management: Knowledge of ITIL (Information Technology Infrastructure Library) frameworks and IT service management principles.

Business Skills

1. Aon Business Applications: Familiarity with Aon's business applications, such as compensation and benefits software, HR systems, and other industry-specific tools.
2. Financial Services Industry Knowledge: Understanding of the financial services industry, including insurance, banking, and investments.
3. Data Analysis and Reporting: Ability to analyze data, create reports, and provide insights to support business decisions.

Soft Skills

1. Communication and Interpersonal Skills: Excellent verbal and written communication skills, with the ability to interact with colleagues at all levels.
2. Problem-Solving and Analytical Skills: Strong problem-solving skills, with the ability to analyze complex technical issues and provide creative solutions.
3. Time Management and Organization: Ability to prioritize tasks, manage time effectively, and maintain organized records and documentation.
4. Adaptability and Flexibility: Willingness to adapt to changing priorities, new technologies, and evolving business needs.
5. Customer Service and Support: Strong customer service skills, with a focus on providing timely, effective, and courteous support to Aon's business colleagues.

Technical Support

1. Troubleshoot and Resolve Technical Issues: Diagnose and resolve hardware, software, and network-related issues for Aon business colleagues.
2. Desktop and Laptop Support: Provide support for desktops, laptops, and mobile devices, including installation, configuration, and maintenance.
3. Printer and Peripheral Support: Troubleshoot and repair printers, scanners, and other peripherals.
4. Network and Connectivity Support: Assist with network connectivity issues, including Wi-Fi, VPN, and internet access.

Application Support

1. Microsoft Office 365 Support: Provide support for Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook.
2. Aon Business Application Support: Assist with Aon-specific business applications, such as compensation and benefits software, HR systems, and other industry-specific tools.
3. Collaboration Tool Support: Support collaboration tools, including Microsoft Teams, Slack, and video conferencing platforms.

IT Service Management

1. Incident Management: Respond to and resolve IT incidents, including technical issues and service requests.
2. Request Fulfillment: Fulfill service requests, including software installations, hardware upgrades, and other IT-related requests.
3. Problem Management: Identify and resolve root causes of recurring technical issues.

Communication and Documentation

1. Communication: Provide clear and concise communication to Aon business colleagues, including technical explanations and solutions.
2. Documentation: Maintain accurate and up-to-date documentation of IT issues, solutions, and knowledge base articles.

Continuous Improvement

1. Knowledge Sharing: Share knowledge and best practices with other IT support staff to improve overall support quality.
2. Process Improvement: Identify and recommend process improvements to enhance IT support services.
3. Training and Development: Participate in training and development opportunities to stay current with emerging technologies and IT trends.

Other Responsibilities

1. Compliance and Security: Ensure compliance with Aon's IT security policies and procedures.
2. Asset Management: Assist with IT asset management, including inventory tracking and disposal.
3. Special Projects: Participate in special IT projects, including deployments, upgrades, and migrations.

About Aon

Aon plc (NYSE: AON) is the leading global provider of risk management, insurance and reinsurance brokerage, and human resources solutions and outsourcing services. Through its more than 65,000 colleagues worldwide, Aon unites to empower results for clients in over 120 countries via innovative and effective risk and people solutions and through industry-leading global resources and technical expertise. Aon has been named repeatedly as the world's best broker, best insurance intermediary, reinsurance intermediary, captives' manager and best employee benefits consulting firm by multiple industry sources.