Specialist - Technical Support Section

Job Objective

Provide technical support to all IT related end user software and hardware within Abu Dhabi Accountability Authority (ADAA) including but not limited to the help desk and system configuration, process alignment and implementation and practices to sustain system availability, efficiency, and performance of information systems.

Key Responsibilities/Duties

1. Strategy and Planning
   Assist in the development, implementation, and update of the section related policy, procedures manual, delegation of authority, systems user manuals, and standard forms, and ensure alignment with ADAA’s overall policies and procedures.
2. Assist in the development, implementation, and update of the section’s strategic, budget and procurement, and operational plans, ensuring alignment with the department and sector’s strategy and objectives, and ADAA’s mission and vision.
3. Ensure to meet individual Key Performance Indicators (KPIs) to improve efficiency and effectiveness.
4. Operations
   Provide technical support for technical challenges associated with software, applications and systems and provide recommendations and solutions to resolve the issues.
5. Carry out preventive maintenance of end users technical devices and equipment regularly and upon request to ensure its operability to support IT requirements.
6. Monitor and replace technical assets as and when required in accordance with ADAA’s applicable policies.
7. Install operating systems, software and applications on devices and equipment and update them to ensure their sustainability.
8. Analyze requests/reports received at the technical support platform, monitor the common requests/reports, prepare documentation, and recommend solutions to resolve the issues.
9. Update and amend the module functionality to ensure that the ADAA applications systems are able to meet user information requirements on an ongoing basis and that modules continue to reflect business processes.
10. Carry out testing of the technical configurations with a range of functionality, which meets users’ information requirements.
11. Conduct pilot testing of the technical module configurations end user systems and devices to ensure that they provide the degree of functionality and reliability required by functional users.
12. Maintain personal knowledge of technical developments configurations and setups from various systems to ensure that ADAA maintains capability to maintain systems and capitalize upon the opportunities presented by increased systems capability.
13. Provide effective first line interface with users seeking IT support through receiving calls, emails and service desk tickets, record and track requests, incidents and complaints and ensure to keep callers end users updated on request status and progress.
14. Identify internal end-user and external stakeholders’ requirements on technical support and information respectively and ensure to study their expectations and follow the designed framework for meeting these requirements.
15. Conduct analysis of incident records and classify incidents, match against known errors and problems and assess related configuration details to provide ongoing support.
16. Maintain logs for rapid and effective response/resolution for major or high and advise users of actions to be taken.
17. Assist users on systems, products and services which are available to end users and provide information on updates, known errors, changes in availability, new facilities etc. to assist users in making more effective use of desk-top systems, products, and services e.g., self-help portals.
18. Assist in coordinating external technical support where problems cannot be resolved in house, based on instructions from IT Director.
19. Prepare instruction manuals and guides for easy reference by personnel and to ensure clarity on every step of the IT Help Desk process.
20. Monitor documentation of the supported systems and software in an appropriate form and provide feedback on outdated documentation.
21. Track and monitor IT Asset (hardware & software) to maintain inventory.

C. Talent Management and Development

1. Ensure completion of required trainings and certification programs in order to keep current with job requirements and ensure continuous performance improvements.
2. Obtain timely performance review assessments for midyear and annual performance review and ensure to meet the set KPIs.
3. Keep current with updated information relevant to the role to ensure standard performance level is achieved.
4. Contribute to knowledge dissemination/sharing to build internal capabilities of the team and maximize their effective performance.
5. Contribute to the development of UAE National employees in line with the objectives of the Authority and its Emiratization strategy.

D. Corporate

1. Ensure adherence and compliance with all ADAA corporate policies, procedures and guidelines (HR, IT, Procurement, Finance, Health and Safety, etc.).
2. Prepare section’s related correspondence such as e-mails, memos, and letters to ensure professionalism, completeness and accuracy of information.
3. Retain, document, preserve, and archive section’s related physical and electronic records in accordance with relevant policies and procedures.
4. Respond any section related queries and provide required support to relevant ADAA’s organizational units and employees as and when required.
5. Utilize relevant technologies used within ADAA in order to optimize work efficiency.
6. Demonstrate compliance with ADAA’s values, Code of Business Conduct and ethics at all times to support the establishment of a value driven culture within the Authority.
7. Contribute to the identification of opportunities for continuous improvement and sustainability of systems, processes and practices considering global standards, productivity improvement and cost reduction.
8. Contribute to the preparation and submission of timely and accurate statements and reports to meet department requirements, and quality standards.
9. Co-operate in the implementation of the relevant health and safety legislation, policies and procedures, in the performance of duties.

E. General

1. The level of performance should reflect the academic qualification, type of courses in the field of specialization, employee job level, and the level of productivity.
2. The academic and professional certificates required and approved by ADAA should be acquired within the period specified and based on the employee’s Individual Development Plan.
3. Perform the task and responsibilities independently unless an approval or directive was obtained to delegate the task to other employees in case of incapability to perform the tasks and responsibilities.
4. Ensure teamwork, collaboration, and dedication in performing duties.

Requirements

1. Bachelor’s degree in relevant field
2. CCIE data center
3. Apple Certified Support Professional (ACSP)
4. HDI certifications
5. 3 - 5 Years of relevant experience in Technical Support or equivalent work experience.