Technical Analyst 3 - Support

As a Sr. Support Engineer, you will be the technical interface to customers. Your responsibilities will include:

• Managing asset receiving, setup, and distribution.
• First level IT incident management, including hands-on analysis (on-site UAE offices), diagnosis, and remote resolution of desktop software/hardware problems via chat or the ticketing system.
• Problem management and creation of IT knowledge base documentation.
• Delivering IT sessions/workshops for new hires.
• Participating in IT global teams on selected technologies to support and manage the company's IT systems and services.
• Providing IT support to Oracle events and executives.
• Liaising with third parties/suppliers to resolve technical issues.

Requirements

• Technical Skills:

  • Excellent technical support and troubleshooting skills in configuring, installing, and supporting desktop/laptop computer hardware and software.
  • Demonstrated expertise in supporting Mac OS and Windows 10/11 operating systems.
  • Knowledge of Linux is a plus.
  • Proficiency in Microsoft Office suite (Word, Excel, Outlook) and experience in supporting iOS and Android mobile platforms.
  • Practical experience with systems and network management technologies.
  • Experience with printer administration.

• Soft Skills:

  • Fluent written and spoken English.
  • Strong customer service skills and communication abilities.
  • Delivery-oriented with problem analysis and resolution skills.
  • Ability to work independently and in a team environment.
  • Each additional foreign language is advantageous but not required.

• Education/Work Experience:

  • Relevant third level education or practical experience.
  • At least 5 years of experience in IT support.
  • Relevant industry certifications (MCSA; MCSE; ITIL; SAFe4 - SA, etc.) are a plus.

Work Conditions

• Work is performed from Oracle office in Dubai as part of the IT Support Operations Team.
• Standard business hours: 09:00 – 17:00.