Firmware Engineer jobs in United Arab Emirates

Job Summary

As an L1 Resource in IT Operations, the candidate should be responsible for providing frontline technical support and assistance to ensure the smooth functioning of IT systems and operations. The primary objective will be to promptly address and resolve technical issues reported by end-users, minimize downtime, and contribute to maintaining optimal performance of IT infrastructure.

Job Description

Serve as the first point of contact for end-users reporting technical issues or seeking assistance. Respond promptly to support requests through various channels including phone, email, and ticketing system. Troubleshoot hardware, printer, software, and network issues encountered by end-users, aiming for timely resolution.

Incident Management: Document all reported incidents, including their nature, impact, and resolution steps, in the incident management system. Prioritize incidents based on severity and impact on retail operations. Escalate unresolved or high-priority incidents to L2 support or relevant teams for further investigation and resolution.

IT Asset Management: Assist in maintaining an inventory of IT assets including hardware, software licenses, and peripherals. Coordinate with procurement teams for the acquisition and disposal of IT assets as required.

System Monitoring and Maintenance: Monitor IT systems, networks, and infrastructure components to identify and resolve potential issues proactively. Perform routine maintenance tasks such as software updates, patches, and system backups.

Documentation and Knowledge Sharing: Create and maintain documentation for IT processes, procedures, and troubleshooting guides. Share knowledge and best practices with team members to enhance overall efficiency and effectiveness.

Compliance and Security: Adhere to IT security policies and procedures to safeguard retail systems and data. Assist in compliance audits and assessments related to IT operations and security.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Previous experience in a technical support role, preferably in a retail or customer-facing environment.
• Strong troubleshooting skills with the ability to diagnose and resolve hardware, software, and network issues.
• Familiarity with ITIL frameworks and incident management practices.
• Proficiency in using help desk and ticketing systems for managing support requests.
• Good understanding of retail IT infrastructure including POS systems, hardware and network devices.
• Excellent communication and interpersonal skills with a customer-focused approach.
• Ability to work effectively in a fast-paced environment and prioritize tasks based on urgency and impact.