Senior Officer IT Support - UAE National

Senior Officer IT Support - UAE National

The Senior Officer - IT Support is responsible for providing technical assistance and support related to computer systems, hardware, software, IP telephony and end user devices. They respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions.

• Serve as the second level of support for end-user issues, escalating complex problems to Level 3 support when necessary.
• Troubleshoot functional and technical issues in the configured processes and coordinate with product support for Level 3 issues.
• Maintain a log of reported issues and resolutions to update the knowledge management and FAQ database.
• Provide monthly reports on the issues reported and resolved.
• Ensure compliance with the standard software policy and handle non-standard software requests after thorough analysis and security verification.
• Support users in day-to-day activities and liaise with users to understand and log identified business transactions in the system.
• Provide support for all end user/customer systems including printers, PCs, mobile devices, IoT, phones, etc.
• Perform routine maintenance on assets and maintain related asset registry.
• Deliver services and support within SLA and customer satisfaction targets.

• Bachelor’s degree in Computer Science or related field with 1-2 years of related experience.
• Preferred
  
  Certifications:
  
  A+, M365, Network+, Microsoft Technology Associate (MTA), Avaya, CCNA.
• Strong knowledge of computer systems, hardware, and software.
• Excellent problem-solving and communication skills.
• Ability to document solutions and provide training to users.
• Familiarity with helpdesk software and remote troubleshooting.

• Associate

• Full-time

• Information Technology

• Transportation, Logistics, Supply Chain and Storage and Government Administration