About the Role
The Associate IT Customer Support provides first-level technical support to end users, focusing on troubleshooting hardware, software, network, and system-related issues while ensuring excellent customer service and timely resolution of incidents. This position requires full-time commitment with a workweek from Sunday to Thursday, and it may involve traveling to Dubai 2-3 times per month based on business needs.
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Key Responsibilities
- Provide technical support to internal users of desktop applications and hardware.
- Answer queries related to procedures, transactions, and system status, while interacting with network services and application developers to restore service and usability.
- Assist in monitoring, responding, configuring, installing, and repairing hardware and software problems according to established procedures.
- Complete desktop configuration for end users.
- Deliver and install desktop assets.
- Provide Desktop Incident Management support.
- Assist in relocating users between office locations.
- Build, image, and configure PCs for deployment.
- Physically manage hardware equipment movement into and out of storerooms and around the office.
- Adhere to the company IT processes and Health & Safety regulations at all times.
Required Skills & Qualifications
- Bachelor’s degree or diploma in Information Technology, Computer Science, or a related field.
- Basic understanding of Windows operating systems, Microsoft Office 365, and networking concepts.
- Knowledge of Active Directory, ticketing tools, and remote support tools is an advantage.
- Strong troubleshooting and problem-solving skills.
- Good communication and customer service skills.
- Ability to work in a fast-paced environment and manage multiple tasks.
- Team-oriented with a willingness to learn.
Preferred Skills
- Experience in IT Help Desk, Service Desk, or Customer Support roles.
- Knowledge of ITIL processes and best practices.
- Relevant certifications such as CompTIA A+, Microsoft Fundamentals, or ITIL Foundation are a plus.
