About the Role
The IT Support Technician serves as the first point of contact for all IT-related queries at the user level for the company employees based or in rotation in the UAE. The role involves responding to user needs promptly and ensuring the optimal functioning of all systems. With strong troubleshooting skills and attention to detail, this position is responsible for maintaining the integrity of end-user devices and their associated software. Candidates should possess a thorough knowledge of computer software, hardware, internet applications, networks, and operating systems. The main working office is located at DAFZA in Dubai, and the technician must be able to move between offices and work sites as needed, depending on the nature of user needs. Reporting to the IT Manager, this role requires technical proficiency and support in various IT-related tasks.
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Responsibilities
- Provide support to users as the first point of contact for IT-related inquiries.
- Install and maintain computer systems and networks to ensure the highest functionality.
- Set up workstations with computers and necessary peripheral devices.
- Install and configure corporate software and functions according to specifications.
- Conduct regular system backups and facilitate data recovery in the case of system failures.
- Troubleshoot hardware and software issues effectively.
- Repair or replace damaged hardware as needed.
- Perform diagnostic troubleshooting to resolve problems, escalating unresolved issues to the company L2 when necessary.
Operating IT Tasks
- Monitor and maintain computer systems and networks for smooth operation and promptly identify/address problems.
- Create and delete user and email accounts following Group IT Policy and local regulations.
- Grant and remove access permissions for shared folders.
- Set up workstations with computers and essential peripheral devices (e.g., monitors, printers).
- Inspect end-user hardware to ensure functionality.
- Install and configure software according to established specifications.
- Ensure the security and privacy of networks and computer systems.
- Provide orientation and guidance to users on the proper use of corporate devices.
- Organize and schedule upgrades and maintenance per HQ instructions.
- Identify computer or network equipment shortages and place orders when necessary.
- Maintain support and maintenance protocols.
- Ensure complete infrastructure management, including monitoring, checks, acknowledgments, and ticket creation when necessary.
Local IT Life Cycle
- Decommission end-of-life equipment in accordance with environmental and local regulations.
- Purchase IT hardware and software based on the approved list of computers and supported software.
- Follow up on spare parts availability, ensuring repairs can be performed promptly when issues arise.
Skills
- Proficiency in Windows 10/11, Server, Active Directory, Microsoft 365, Cisco, VPN, TCP/IP, VLAN.
Other
- A valid UAE driving license is required for this position.
