Support Engineer

Support Engineer Abu Dhabi

Company Overview: Join a dynamic IT team in Abu Dhabi integrated into a global support network dedicated to delivering exceptional IT support services across EMEA and APAC regions. We are committed to maintaining high service standards and contributing to global IT operational excellence.

Objectives: The Support Engineer will play a critical role in delivering hands-on support to local end users in Abu Dhabi while collaborating with the worldwide IT support team. The role focuses on efficient resolution of technical issues, maintaining high service standards and ensuring smooth IT operations.

Key Responsibilities:

• End User Support: Provide technical support for hardware, software, and network systems for end users in Abu Dhabi.
• Global Support Integration: Collaborate with the global IT team to resolve support cases across EMEA and APAC regions using the global ticketing system.
• Incident Management: Troubleshoot and resolve technical incidents efficiently, maintaining thorough documentation of incidents and resolutions.
• Proactive IT Management: Monitor system performance and identify areas for improvement.

Skills and Qualifications:

• Strong knowledge of Microsoft Windows environments.
• Basic networking knowledge (LAN/WAN, VPN, WiFi troubleshooting).
• Excellent problem-solving skills and ability to work under pressure.
• Good communication skills for effective user support and training.
• Ability to collaborate within a multicultural and geographically dispersed team.

Nice to Have (Optional):

• Familiarity with IT security best practices and compliance requirements.
• Knowledge of network administration and security protocols.
• Certification in relevant IT fields.
• Good writing skills for creating/enhancing end-user documentation.

Performance Indicators:

• Resolution Efficiency: Percentage of incidents resolved within SLA.
• User Satisfaction: Scores from end user feedback surveys.
• Ticket Management: Number of tickets handled and closed within a specified timeframe.
• Team Collaboration: Contributions to global team projects.
• Proactive Measures: Reduction in recurring incidents through preventive actions.