It Support Engineer

1 month ago

Dubai, United Arab Emirates Info Arab Media Full time
About the Role
Info Arab Media FZ-LLC / Al Mashhad is seeking an IT Support Engineer to join our existing Technology Team in the Headquarter located in Dubai, UAE. The IT Support Engineer is responsible for the support of the IT desktop infrastructure across TV Channel. You will be responsible for supporting computing hardware, operating systems (Windows, MacOS) and applications for on-perm and remote support services. Additionally, you will be required to support bespoke broadcast focused applications. You will be working in a highly pressured 24-hour news environment where the requirements and level of support will be varied and challenging. Key Accountabilities
The selected candidate is expected to perform the following tasks:
  • Network access, Printer access problems, e-mail access and administration.
  • PC Hardware problems, Application usage assistance, password management.
  • Coordinate problem resolution with user and engineering team.
  • Coordinate troubleshooting of complex issues.
  • Trouble Ticket Management (Handoff, aging, escalation), Logging trouble tickets.
  • Trouble reporting, escalation, Trouble ticket transition (shift staff and other lines of responsibility).
  • Hardware and spares supply Provisioning.
  • Maintain a limited parts inventory (i.e. toner cartridges, keyboards, mice, monitors, tapes, etc).
  • Receives IT Support calls and schedules them as part of daily troubleshooting tours.
  • Investigating, diagnosing and solving computer software and hardware faults repairing equipment and replacing parts
  • Maintain computing infrastructure and ensures that systems are functioning properly.
  • Undertake the physical setting up of computers and software system installation for various computer applications and programs.
  • Be proactive in maintaining and monitoring the systems and equipment
  • Maintaining records of software licences, stocks of equipment, consumables and other supplies
  • Supporting the roll-out of new applications.
  • Setting up new users' accounts, profiles and dealing with password issues.
  • Ensures adequate levels of support coverage including scheduling staff coverage, rotating work schedules, etc.
  • Interacts with other support groups to resolve problems, formulate plans and schedules and modify processes.
  • Provides desktop and server administrative functions including data backups, file recovery, software installation and upgrades, internet/intranet addressing, communications troubleshooting, server configuration and maintenance, etc.
  • Ability to perform a wide variety of technical support functions within a high stress and Production deadline.
  • Investigates OS System exposed violations and potential breaches in end point security.
    Qualifications & Experience
    • Minimum of 3 years technical experience in a helpdesk/end user support customer service environment required.
    • Technical Education and Microsoft Certification(s) preferred.
    • Possess extensive knowledge of Microsoft Windows Operating systems.
    • Extensive knowledge of Microsoft Office Products and Adobe creative cloud tools.
    • Proven experience in IT/Help Desk.
    • Excellent understanding of ITSM, ITIL.
    • Demonstrated ability to apply IT in solving business problems.
    • Ability to set and manage priorities.
    • Excellent written and oral communication skills.
    • Excellent interpersonal/customer services skills.
    • Ability to present ideas in business-friendly and user-friendly language.
    • Exceptionally self-motivated and directed.
    • Keen attention to detail.
    • Superior analytical, evaluative, and problem-solving abilities.
    • Ability to work in a team-oriented, collaborative environment.
    • Understanding of computer systems features, and integration capabilities.

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