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IT Support Staff (2 views)

May 3, 2017
Location: United Arab Emirates
Job Category: Tech Contract / Information Technology
Ref #: IT–15561
PostedOn: 4/30/2017
Job Description: We are looking for a bright Technical Support Staff to provide enterprise–level support to our customers. This technician will provide support via phone, web, email, chat and other channels as required. A background in IT support is required.
Experience: 1 – 5 Years
Education: Bachelors Degree
Responsibilities: –Functional/Technical background
–Respond to end user requests for technical support
–Troubleshoot and resolve application issues related to IT users and services
–Update and maintain project issues list, prioritize issues
–Experience with Windows operating systems
–Experience troubleshooting networking issues
–Analytical problem–solving abilities
–Answer and handle all requests via email or telephone in accordance with departmental policies and procedures.
–Accurately record all required information in the chosen helpdesk software, ensuring all minimum data sets are met.
–Ensure help desk procedures are followed as soon as any non–conformance are identified, communicating regular progress updates to the Team Leader.
–Diagnose and resolve technical hardware and software issues.
–Advise user on appropriate action.
–Logged all help desk interactions and solutions are kept for future reference.
–Redirect problems to correct resource.
–Identify and escalate situations requiring urgent attention.
–Track and route problems and requests and document resolutions.
–Prepare activity reports and keep up to date records of the IT and communications inventory and track movements of equipment.
–Inform management of recurring problems.
–Stay current with system information, changes and updates.
–Installation of the related systems.
–Provide outside installation support.
–Maintains call center database by entering information.
–Provide end user training for client.

Skills: –Arabic Speaker is a must
–BS degree in Information Technology, Computer Science or equivalent
–1–3 years experience or fresh graduate
–Ability to communicate effectively with customers and properly manage expectations
–Ability to manage multiple issues while maintaining short response and resolution times
–The ability to lead and motivate a team.
–Must have excellent interpersonal skills.
–Must possess a professional manner.
–Good business sense and the ability to work to budgets.
–Customer service orientation
–Preferred languages: Arabic, English or Urdu, bilingual preferred.
–Certificates (Microsoft Certified Professional(MCP),ICDL, Customer Service)