Job Description & Requirements

Position: IT Support Engineer

Company: Confidential Company

Location: Dubai, United Arab Emirates (UAE)

Employment Type: Full Time

Experience Required: 2 - 6 years

Education Required: Bachelor of Technology/Engineering (Electronics/Telecommunication)

Roles & Responsibilities:

Responsible for the customer support experience.

Manage all inspectors' devices using Samsung MDM. Perform the following activities:

Push Android updates.

Push updates for the app used by inspectors for daily inspections.

Remotely lock and unlock devices.

Remotely lock and erase devices in case of loss or damage.

Apply usage limitation policies on inspectors' devices.

Address critical issues related to device usage.

Own, troubleshoot, and solve customer technical issues, using collaboration, troubleshooting best practices, and transparency within and across teams.

Identify cases that require escalation (either technically or strategically).

Create and maintain incident management requests to the product group/engineering group.

Contribute to case deflection initiatives, automation, and other digital self-help assets to improve customer/engineer experience.

Provide ramp activities, knowledge sharing, technical coaching, and mentoring.

Drive technical collaboration and engagement.

Lead or participate in building communities with peer delivery roles; may be workload or specialty specific.

Provide hardware support for client machines (laptops, screens, projectors, telephones, etc.).

Follow company and customer policies and procedures.

Maintain a clear ISM management system record.

Manage the devices delivery process and in-house store, with knowledge of Asset Management.

Provide support for IOS and Android devices.

Basic understanding of audio/video equipment and conference room setup.

Assist in creating operational documents, training materials, help subsystems, user documentation, and technical project documentation, as required, and make recommendations on technical issues.

Strong experience in troubleshooting MS Office (Outlook, Word, Excel, PowerPoint, etc.), O365, and MS Teams.

Desired Candidate Profile:

Excellent communication and relationship skills, especially the ability to articulate advanced technical topics to both technical and non-technical staff; ability to articulate business issues/concerns with staff.

Applies a systematic problem-solving approach to gather needed information, evaluate alternatives, develop contingencies, and prioritize actions to recognize, analyze, and solve complex problems.

Strong collaboration skills to partner effectively across various levels of the organization.

Strong oral and written communication skills with the ability to communicate at all levels of the organization.

Ability to effectively handle pressures and demands of deadlines and competing priorities.

Ability to interact with internal business partners at all levels to clarify client issues and enhancements.

Team player, as well as an individual contributor.

Hands-on Experience Required:

ITSM tool

Samsung MDM

System Center Configuration Manager

System Center Operation Manager

Laptop and PCs hardware support

Windows 10

MAC OS

Network devices installation

Qualifications:

Master’s Degree in Information Technology, Computer Science, Business, or equivalent.

CompTIA A+ Certification.

CompTIA Network+ Certification.

CompTIA Security+ Certification.

MCSA: Windows 10.

MCSE: Desktop Infrastructure.

ITIL (Information Technology Infrastructure Library) certification.

A minimum of 2 years of relevant experience.

To apply, please send your CV to info@confidential-recruitment.com.