Support Engineer

Job Title: Support Engineer L1

Location: Dubai

Responsibilities:

First Point of Contact:

• Serve as the initial point of contact for users seeking technical assistance.
• Collect information to understand and diagnose the issue.

Issue Resolution:

• Troubleshoot and resolve hardware, software, and network issues.
• Provide step-by-step guidance to users for problem resolution.

Ticket Management:

• Log and manage support tickets, tracking issues from inception to resolution.
• Ensure timely updates to users on the status of their requests.

Documentation:

• Maintain documentation of common issues and their resolutions.
• Create knowledge base articles to aid in issue resolution.

User Training:

• Conduct training sessions for users on basic IT processes and applications.

Remote Assistance:

• Provide remote assistance using remote desktop tools.

Hardware and Software Installation:

• Assist with the installation, configuration, and maintenance of hardware and software.

Communication:

• Communicate technical information in a user-friendly manner.
• Collaborate with other IT teams for complex issue resolution.

Skills:

Technical Proficiency:

• Understanding of operating systems (Windows, macOS).
• Knowledge of common business applications and productivity tools.
• Basic knowledge of networking and server management.

Troubleshooting:

• Strong problem-solving skills and the ability to think logically.
• Familiarity with diagnostic tools and techniques.

Customer Service:

• Excellent communication and interpersonal skills.
• Patience and the ability to empathize with users.

Adaptability:

• Ability to adapt to new technologies and learn quickly.

Team Collaboration:

• Collaborate effectively with other IT professionals.

Time Management:

• Prioritize and manage multiple tasks efficiently.

Documentation:

• Maintain accurate and detailed documentation.

Security & Policy Awareness:

Basic understanding of cybersecurity principles, IT Policies and SOP’s.

Qualifications:

• Bachelor's of Engineering (B.E) or Bachelor's of Technology (B.Tech) – Mandatory

Certifications (Optional):

While not mandatory, certifications can enhance the candidate’s credibility:

• CompTIA A+
• Microsoft Certified: Modern Desktop Administrator Associate or any other Microsoft certification.
• Others