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Engineer Service Desk
Abu Dhabi, United Arab Emirates
- Support in troubleshooting, diagnosing, and resolving problems related to hardware, software and networks. Provide timely update and ensure the fault is given the correct level of priority and attention.
- Responsibilities: Core Responsibilities:
- Maintain documentation of existing activities through weekly/monthly status reports and incident reports.
Receive and understand issues related to hardware such as computers, laptops, printers, scanners, phones, and VoIP and software such as Intranet, LAN, and WAN.
Install and maintain security and anti-virus solutions, configure operating systems and software applications, backup devices, and suggest ideas for improving service desk functions and service delivery regularly.
Resolve issues effectively and efficiently while tracking service-level agreements (SLAs).
Record incidents correctly and categorize and prioritize them as per their team procedures.
Carry out an assessment of issues thoroughly with end users to aid in the first point of contact problem resolution.
Coordinate with vendors to resolve issues related to software, hardware, and network.
- Qualifications: Bachelor’s degree in Computer Science, Information Systems, IT Engineering or a related field. Master's degree is a plus
- #LI-DNI
Cisco certified network associate (CCNA).
Excellent English. Arabic is an added advantage
A minimum of 4-6 years of experience in a similar role
Familiar with working on Windows 2003/Windows 2008, or Linux based distributions (preferably within a hosting environment).
A keen interest in networking and WAN technology.
Must be able to demonstrate a customer first approach to support.
The ability to liaise and communicate confidently and professionally with customer representatives at all levels.
Natural aptitude for trouble shooting & problem solving.
Have solid experience in a helpdesk or technical support environment.
Highly organized and able to work on own initiative to complete the range of tasks required.
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