IT Technical Support Officer

2 weeks ago


Dubai, Dubai, United Arab Emirates Innovation Factory Full time
Innovation Factory is an IT firm that focuses on blockchain based solutions.

With a rapidly growing team, the company has designed an entire ecosystem to bring everyday users closer to the technological advancement brought about by blockchain tech.


The digital ecosystem comprises of a number of unique digital solutions/utilities that enhance the lifestyle of its users and enables them to tap into web 3.0, NFT and blockchain based projects.


Responsibilities:

  • Research and identify solutions to software and hardware issues
  • Diagnose and troubleshoot technical issues, including account setup and network configuration
  • Ask customers targeted questions to quickly understand the root of the problem
  • Track computer system issues through to resolution, within agreed time limits
  • Properly escalate unresolved issues to appropriate internal teams (e.g., software developers)
  • Provide prompt and accurate feedback to customers
  • Refer to internal database or external resources to provide accurate tech solutions
  • Ensure all issues are properly logged
  • Prioritize and manage several open issues at one time
  • Follow up with clients to ensure their IT systems are fully functional after troubleshooting
  • Prepare accurate and timely reports

Requirements:

  • Bachelor's degree in Software Engineering, or relevant experience
  • Proven experience as a Technical Support Specialist, with a minimum of 3 years of experience in software development
  • Experience with project management tools and software
  • Strong problemsolving and analytical skills, with the ability to identify and mitigate software issues
  • Experience working with crossfunctional teams, and ability to manage multiple projects simultaneously

Application Question(s):

  • How soon can you join?
  • How much is your monthly salary expectation in AED?


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