IT Support Specialist
Job Description
IT Support Specialist
United Al Saqer Group
Abu Dhabi, United Arab Emirates
IT Support Specialist
Job description
Business Unit: United Al Saqer Group (UASG)
The IT Department within the UASG are a diverse & effective team that strives for organizational continuity with best-in-class results. Overall the IT Department at UASG provides various IT services to the Head office and all UASG group subsidiaries.
You:
We are recruiting am IT Support Specialist to join our exceptional IT Department and will be reporting to IT Support Lead. This is an exciting and challenging opportunity for someone with proven experience who is personable and capable to quickly establish their credibility.
If you are excited by a challenge, have a can-do attitude and a passion for leaving your mark on an organization then this is the opportunity for you.
We want to encourage you to grow and challenge yourself because when we pursue excellence, we create great experiences together and with our customers….
Core Responsibilities:
Ensuring that a company’s employees can use software and hardware to complete their daily tasks.
You will be responsible to provide technical support and assistance for users of computer infrastructure and web technologies, also undertake diagnosis and resolution of technical problems. Answer queries from users via telephone, email, chat room or instant message, identify technical problems and possible solutions, then compile reports about this, as well as enter information into databases and liaise with colleagues in the rectification of common problems.
• Resolving IT support requests from employees
• Answering employee questions regarding computer systems
• Gathering and analyzing data to diagnose problems with computer systems
• Changing configurations, settings and permissions to fix computer issues
• Installing new software and hardware drivers and updating existing ones as needed
• Updating employees on the status of their service requests
• Logging all service requests and updating tickets as needed
• Receives and handles requests for support following agreed procedures.
• Responds to requests for support by providing information to enable problem resolution and promptly allocates unresolved calls as appropriate.
• Maintains records and advises relevant persons of actions taken.
• Ensures that incidents and requests are handled according to agreed procedures.
• Ensures that documentation of the supported components is available and in an appropriate form for those providing support. Creates and maintains support documentation.
Requirements
To be successful in this role, you must have the following skills and experiences
:
A bachelor’s degree in computer since or similar.
Must have excellent experience on resolving IT support requests
Certificates like ITIL is preferred.
UAE Driving license holder.
3+ years of experience in a similar position.
High-level knowledge of commonly used software, hardware and applications.
Strong oral communication skills to gather information from employees and explain complex technical concepts in simple language.
Demonstrated written communication skills to create useful support logs.
Analytical and problem-solving skills to troubleshoot and diagnose issues.
Time management skills to provide updates and fixes within a promised time frame.
Multitasking skills to assist multiple employees at once.
Customer service skills to interact professionally and positively with employees and coworkers.
* Must be able to work flexible hours including evenings, weekends, holidays and overtime as required, should be available 24/7 on call in case of major services outage
