IT Technical Support

3 weeks ago

Dubai, United Arab Emirates Careers International Full time

The IT Technical Support role ispivotal in ensuring the smooth operation of the informationtechnology systems within a FastMoving Consumer Goods (FMCG)company. This position involves providing technical assistance andsupport to users troubleshooting hardware and software issues andmaintaining IT infrastructure to maximize productivity and minimizedowntime. The IT Technical Support specialist serves as thefrontline contact for resolving ITrelated problems and enhancingenduser satisfaction.

KeyResponsibilities:

  1. UserSupport:

    • Provide technicalassistance and support to endusers via phone email chat or inpersonaddressing hardware software and networkrelatedissues.
    • Diagnose and troubleshootproblems reported by users utilizing remote access tools anddiagnostic utilities to identify root causes and implementsolutions.
    • Guide users throughstepbystep solutions document resolutions and follow up to ensureissues are fully resolved and user satisfaction isachieved.

  2. Hardwareand SoftwareMaintenance:

    • Installconfigure and maintain computer hardware peripherals and softwareapplications ensuring compatibility functionality andsecurity.
    • Perform routinemaintenance tasks such as software updates patches and systemupgrades to keep IT infrastructure current andsecure.
    • Coordinate with vendors andservice providers for equipment repairs replacements and warrantysupport asneeded.

  3. Networkand SystemsAdministration:

    • Assist inthe administration and maintenance of network infrastructureincluding routers switches firewalls and wireless accesspoints.
    • Monitor network performancetroubleshoot connectivity issues and implement network securitymeasures to protect against unauthorized access and databreaches.
    • Administer user accountspermissions and access controls ensuring compliance with companypolicies and regulatoryrequirements.

  4. Documentationand KnowledgeManagement:

    • Maintainaccurate records of IT assets configurations and software licensesutilizing asset management and documentationtools.
    • Document technical procedurestroubleshooting steps and best practices to create a knowledge basefor future reference and trainingpurposes.
    • Provide training andguidance to endusers on IT systems applications and securityprotocols to enhance their technical proficiency andawareness.

  5. ITProject Support:

    • Collaboratewith IT team members on projects and initiatives providingtechnical expertise and support for implementation testing anddeployment activities.
    • Participatein the evaluation and selection of IT solutions hardware andsoftware conducting research and testing to assess compatibilityand functionality.
    • Assist in therollout of new systems upgrades or technologies ensuring smoothtransitions and minimal disruption to businessoperations.

QualificationsandSkills:

  • Bachelorsdegree in information technology computer science or a relatedfield; relevant certifications such as CompTIA A Network orMicrosoft Certified Desktop Support Technician (MCDST) areadvantageous.
  • Proven experience inIT technical support roles preferably in a corporate environment orwithin the FMCG industry.
  • Strongtechnical proficiency in troubleshooting hardware software andnetwork issues across Windows and/or macOSenvironments.
  • Familiarity with ITIL(Information Technology Infrastructure Library) principles and bestpractices for servicemanagement.
  • Excellent communicationand customer service skills with the ability to explain technicalconcepts to nontechnical users and collaborate effectively withcolleagues.


-Bachelor's degree in information technology, computer science, ora related field; relevant certifications such as CompTIA A+,Network+, or Microsoft Certified Desktop Support Technician (MCDST)are advantageous. -Proven experience in IT technical support roles,preferably in a corporate environment or within the FMCG industry.-Strong technical proficiency in troubleshooting hardware,software, and network issues across Windows and/or macOSenvironments. -Familiarity with ITIL (Information TechnologyInfrastructure Library) principles and best practices for servicemanagement. -Excellent communication and customer service skills,with the ability to explain technical concepts to non-technicalusers and collaborate effectively with colleagues.

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