Dubai Jobs
Job Responsibility
· Takes ownership and maintains the computer networks of organizations, providing technical support and monitoring of IT systems, ensuring minimal to zero downtime of all IT services.
· Installs and configures hardware and software systems and resolves technical issues within SLA response and resolution times.
· Manages support calls and requests via the ticketing system, ensuring all calls are logged, proper details are inputted, and tickets are closed accordingly.
· Follows standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
· Reports activities to the IT manager and coordinates with relevant teams to provide support for systems and applications, and implementation of projects.
· Provides procedural documentation and relevant reports for process standardization and proper work handover.
· Complies to company policies and procedures to upkeep the quality and integrity of the CreateIT brand, values, and services.
· May take up client site duties, and weekend and/or holiday shift work.
· May undertake other tasks and duties as necessary and required.
Key Skills
· Good understanding of Incident and Change Management processes
· Comprehensive experience in the installation, configuration, and administration of Windows and MAC operating systems and applications, computer hardware and peripherals, and wired and wireless computer networks
· Working knowledge of Active Directory, O365 and SharePoint management
· Experienced in installation and configuration of computer network components – routers, switches, firewalls, access points, cabling, etc.
· Clear understanding of DNS and VPN
Knowledge of servers, SANs, volumes and shares
Familiar with backup and disaster recovery tools, solutions and processes
· Excellent problem-solving and decision-making skills, and ability to work autonomously
· Good communication and customer service skills
· Team player
Education / Experience
· Preferably has a Bachelor’s Degree in Information Technology and/or relevant field
· IT certifications an advantage
· 3-5 years in IT Helpdesk / Technical Support role