IT Support Specialist

2 weeks ago


Ajman, United Arab Emirates AJMAN UNIVERSITY Full time
Roles and responsibilities
  • Independently providescomplex technical support to AU staff members andstudents.
  • Provide onsite support where requiredand play a key role in maintaining and improving the knowledgestandards.

ESSENTIAL DUTIES& RESPONSIBILITIES:

  • Investigates, and resolves softwareproblems on AU computer systems; performs software repairs,maintenance, technical assistance, and support on a wide range ofPC-based computers and peripherals.
  • Providestechnical assistance, support, and troubleshooting in theresolution of system communications failures andconflicts.
  • Provides general and in-depthguidance, assistance, and support to users as requested, on diversesoftware/applications and operatingsystems.
  • maintains a high standard of customerservice in dealing with and responding toquestions.
  • Performs routine, day-to-dayhardware and software maintenance as assigned, and assists inutilization of systems.
  • Works on the ordersuntil completion or escalate to the senior technicalsupport.
  • Restores and configure the mass numberof PCs via the Image backup solutions which are created by thesenior technical support.
  • Follow-ups and fullydocument individual cases via helpdesksoftware.
  • Provides Technical support tousers’ PCs/Devices which may require access tocritical/confidential data.
  • Provides technicalsupport on IT equipment during events, seminars, workshops, andvideo conferences
  • Resolves users’technical issues assigned through thehelpdesk.
  • Performs miscellaneous job-relatedduties as assigned .

QUALIFICATIONS& EXPERIENCE:

  • Bachelor's degree in Computerfield.
  • 1-3 years experience intechnical/software support.

KNOWLEDGE &SKILLS:

  • Computing studiesskills.
  • Information systemsskills.
  • Knowledge of anorganization’s computingsystems.
  • Verbal and written communicationskills in both languages, English andArabic.
  • Listening ability andpatience.
  • Customer service and relationshipmanagement experience.

Desired candidate profile
  • Bachelor’s degree in ComputerScience, Information Technology, or a related field; relevantcertifications (e.g., CompTIA A+, Microsoft Certified Professional)are aplus.

Experience:

  • Previousexperience in an IT support or help deskrole.
  • Familiarity with a variety of operatingsystems, hardware, and softwareapplications.

KeySkills:

  • Strongtroubleshooting and problem-solving skills for diagnosing andresolving technical issues.
  • Excellent customerservice skills to assist users effectively andpatiently.
  • Ability to document and managesupport tickets using IT service managementtools.

InterpersonalSkills:

  • Strongcommunication skills to convey technical information tonon-technical users.
  • Ability to workcollaboratively in a team environment andindependently.
  • Adaptability to changingpriorities andtechnologies.

TechnicalSkills:

  • Proficiency inWindows and macOS operating systems, as well as common softwareapplications (e.g., Microsoft Office, GoogleWorkspace).
  • Experience with networkingconcepts, hardware installation, and basic serveradministration.
  • Familiarity with remote supporttools andtechniques.

PersonalAttributes:

  • Detail-orientedwith a focus on quality and accuracy in alltasks.
  • Strong work ethic and commitment tocontinuous learning and professionaldevelopment.
  • Ability to handle stressfulsituations calmly andeffectively.

Responsibilities:

  • Providetechnical support to end-users via phone, email, andin-person.
  • Troubleshoot hardware and softwareissues, escalating complex problems asneeded.
  • Install, configure, and maintaincomputer systems and peripheral devices.
  • Assistwith the setup of new employees, including hardware and softwareprovisioning.
  • Maintain documentation fortroubleshooting processes, user guides, and inventorymanagement.
  • Participate in IT projects andinitiatives as needed.

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