IT Operations & Support Engineer - Technical Call Centre

The IT Operations & Support Engineer - Technical Call Centre will restore normal IT service operations within agreed service levels and business priorities and minimise the adverse impact on business operations for the company and External Clients. As well as being the Single Point of Contact (SPOC) for the assigned incident resolution and service requests.

In this role, you will:

• Address and resolve customer issues to provide a superior service to our internal and external customers, ensuring alignment with specific qualitative or quantitative targets and Key Performance Indicators.
• Analyse reported incidents and provide solutions to enable users to resume their work with minimal disruptions as per the agreed Service Level Objectives (SLO) and complete IT service requests.
• Update the status of incidents or service requests in the tool, ensuring up-to-date information before taking action.
• Liaise with vendors, IT coordinators, and other IT teams to ensure high system availability.
• Adhere to IT policy, standards & procedures, as well as audit & finance regulations.

Requirements
To be considered for this role, you must meet the below requirements:

• 12 years of schooling or equivalent.
• 4+ years of experience in an IT Helpdesk/Technical Call Centre.

Knowledge/Skills:

• Experience in Customer Support and Operational Support roles.
• Knowledge of ITIL, ServiceNow, operating systems, Active Directory, and Azure Administration.
• Experience in troubleshooting hardware issues with PCs & other end-user devices, applications, operating systems, and networking.
• Knowledge of remote management tools like RDP and deployment tools like SCCM, Intune, etc.

Salary & Benefits
Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotel stays around the world.