Technical Support Engineer

  • Full Time
  • Dubai

Responsibilities:

  • Provide first and second-level technical support to end-users, resolving issues promptly and efficiently.
  • Possess expertise in Windows 10/11 and MAC OS, troubleshooting and resolving related issues.
  • Availability for after-hours telephone support to address urgent technical issues.
  • Ensure all support tickets are closed within the company’s internal approved Service Level Agreement (SLA).
  • Install, configure, and troubleshoot hardware, software, and network printers.
  • Assist in maintaining both Wired LAN and Wireless networks, ensuring optimal performance and security.
  • Provide support for business applications such as MS Office 365, Adobe, MS Teams, MS One Drive, and antivirus software.
  • Manage Microsoft System Center Configuration Manager (SCCM) for efficient software deployment and updates.
  • Ensure IT resources are appropriately available, utilized, and stored, adhering to company policies.
  • Coordinate with other entities to set up virtual meetings, ensuring smooth communication and collaboration.
  • Evaluate and understand new products for training purposes, keeping abreast of technological advancements.
  • Provide guidance and assistance to junior Technical Support Engineers, fostering a collaborative team environment.
  • Implement and maintain all relevant procedures and protocols to ensure efficient technical support operations.
  • Generate reports as required, documenting support activities, trends, and recommendations.
  • Ability to multitask effectively and prioritize tasks based on urgency and importance.
  • Maintain excellent service rapport with clients, ensuring high levels of customer satisfaction.
  • Fulfill any other duties as assigned by the Technical Support Manager or Management.

Qualifications:

  • Bachelor’s degree in Computer Science, Information Technology, or related field.
  • Proven experience in technical support roles, preferably in a fast-paced environment.
  • Strong knowledge of Windows 10/11 and MAC OS, with the ability to troubleshoot and resolve related issues.
  • Familiarity with business applications such as MS Office 365, Adobe, MS Teams, and antivirus software.
  • Experience managing Microsoft System Center Configuration Manager (SCCM) is preferred.
  • Excellent communication and interpersonal skills, with a customer-centric approach.
  • Ability to work independently and collaboratively within a team.
  • Strong problem-solving skills and attention to detail.
  • Availability for after-hours support and occasional travel may be required.
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