Junior Technical Support Specialist

2 weeks ago

Dubai, Dubai, United Arab Emirates MENA Recruit Pty Ltd Full time

We are looking for a junior level first and second line technical support for an international law firm in Dubai.

You will answer user queries about hardware and software problems via desk visits, phone calls, and emails.

Duties include:


Answer and log all service desk calls that are received via desk visit, telephone and email in a timely manner, escalating any issues to third line support when requiredProactively monitor the Service Desk inboxesResolve IT Support issues, aiming to resolve as many calls as possible as first point of contactGive customers confidence that their issue is understood and being dealt with promptly, keeping them informed of progress, driving issues through to resolution, offering mitigations where applicableMaintenance of user accounts on various systems, including AD and ExchangeMaintenance of the Firm's hardware, i.e.

mobile devices, laptops, PCs, monitors etc.
Process management such as new joiners, leavers, mobile distribution, laptop loans etc.
Assist with Conference / Meeting Room assistanceSoftware problem resolution – legal and bespokeBuilding and installing PCs and mobile devices (e.g. laptops, Surface Pros, Yogas)Assistance with Project work and implementationEvaluate documented resolutions and analyse trends for ways to prevent recurring issues.
Alert management and service owners to emerging trends in incidents.
Assist in software releases and rollouts according to Change Management best practices.
Work closely with third line technical support to increase first time fix rate.
Build rapport with customers and colleagues.
Escalate incidents with accurate documentation to service owners, when required.

Record, track and document the Service Desk incident solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.

Use remote tools and diagnostic utilities to aid in troubleshooting.
Research solutions through internal and external knowledge base, as needed.
Test fixes to ensure problem has been adequately resolved.
Assist in providing assistance to colleagues, when request volumes are high.
Perform post-resolution follow ups with colleagues, as required.
Develop Help sheets and FAQ lists for customers and colleagues.
Contribute to knowledge base and training, as neededReinforce SLAs to manage customer expectationsProvide suggestions for continual improvementAnalyse user problems or enquiries and follow through to resolution within agreed service level agreements to provide excellent customer service and to ensure users are able to continue to workMonitor the local office call queue for incidents ensuring all issues raised are dealt with in an effective & efficient manner, where possible ensuring these incidents do not breach agreed SLAContinue to develop a sound understanding of all skills required for the role in an effort to continuously improve the services offered by the IT team, in line with the level of responsibility of the roleSupport and maintain mobile devices, alongside the associated applications delivered through MobileIronTest new software and hardware, perform installations and updates for all IT equipment including desktops & laptopsManage the pool laptop processMaintain hardware stock levels and liaise where necessary, working with IT ProcurementSupporting Citrix and home devicesBuild & re-build of IT equipment with an understanding of imaging softwareBe aware of the technologies, ITIL & ISO processes and procedures in use within the departmentLog all IT incidents and Service Requests on the IT Service Management solution and, where appropriate, escalate any issue to third line support in a timely mannerGive customers confidence that their issue is understood and being dealt with promptly, keeping them informed of progress, driving issues through to resolution, offering mitigations where applicableWork as part of a team, with a positive 'can-do' attitude, sharing advice and workload to provide the best possible service to usersBe aware of the technologies, ITIL & ISO processes and procedures in use within the departmentAdhere to local and regional IT operational standardsOther duties as assigned to fully meet the requirements of the position
Technical Skills

Experience in an IS / IT technical client-facing role, ideally in a professional services environmentExperience of using call logging software would be desirableExperience of working with applications used by legal firms (time capture, document comparison, legal information systems) would be beneficialKnowledge of PC hardware set-up and configuration (including printers and wireless devices)Good knowledge of Microsoft based operating systems with emphasis on Windows 10Demonstrable experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint.

Experience with using and troubleshooting Outlook O365 within a network environment (permissions, calendar sharing, delegation etc.)Knowledge of Internet Explorer, Google Chrome and EdgeDesirable knowledge of document management systemsDemonstrable experience of working with mobile devices; experience working with telephony systems would be advantageousAbility to document IT processes and procedures would be beneficial.

Experience working in an ITIL driven environment and working knowledge of ITIL principles and processes would be beneficial.
Personal Skills and Attributes
Excellent written and verbal communication skillsAble to interact positively at all levels within the firm and a good team playerAble to demonstrate excellent client/customer facing skills, with a keen interest to understand general business needsAble to communicate in non-technical terms with the users to both understand their problem and to relay how the problem will be resolvedAble to exercise tact and diplomacy in an organisational settingAble to make decisions and remain calm while under pressure – particularly when dealing with difficult situationsAble to absorb and retain information quicklyAble to work closely with third line teamsMethodical approach to work, with a strong focus on accuracy and qualityAble to work under pressure to tight deadlines or targets and can adapt to differing demands; prioritising tasks, where appropriateThe confidence and resilience to overcome obstacles to deliver what is requiredDemonstrating initiative and the ability to be proactive, while also being able to follow instructions and provide support to colleaguesCan carry out all responsibilities in a way that supports the practice's values and promotes its equal opportunities and diversity principlesAble to be an ambassador for the firms' IT department, being professional in outlook, attitude and appearancePrevious experience working in the Legal industry would be beneficial
#J-18808-Ljbffr

  • Technical Support Specialist

    2 weeks ago

    Dubai, Dubai, United Arab Emirates Technical Concept GmbH Full time

    Technical Support Specialist At ABB, we are dedicated to addressing global challenges. Our core values: care, courage, curiosity, and collaboration - combined with a focus on diversity, inclusion, and equal opportunities - are key drivers in our aim to empower everyone to... At ABB, we are dedicated to addressing global challenges. Our core values: care,...

  • Technical Support Specialist

    2 weeks ago

    Dubai, Dubai, United Arab Emirates Deel Full time

    Technical Support Specialist | Deel DubaiDeel is the all-in-one Global People Platform that simplifies and streamlines every aspect of managing an international workforce—from culture and onboarding, to local payroll and compliance. Our industry-leading suite of HR tools, payroll solutions, mobility services, and compliance expertise makes it possible for...

  • Technical Sales Support Specialist

    2 weeks ago

    Dubai, Dubai, United Arab Emirates TheTalentPoint | Jobs in UAE & Middleeast Full time

    Technical Sales Support Specialist | TheTalentPoint | Jobs in UAE & Middleeast DubaiThe Talent Point is the only and innovative job portal covering all the countries in the Middle East.Technical Sales Support Specialist | TheTalentPoint | Jobs in UAE & Middleeast Dubai | Apply NowRole DescriptionThis is a full-time on-site role for a Technical Sales Support...

  • Technical Support Specialist

    2 weeks ago

    Dubai, Dubai, United Arab Emirates Easygenerator Full time

    As a Technical Support Specialist, you will be expected to deliver flawless customer experience by providing ongoing support, sharing best practices and recommendations with our users, collaborating with internal teams to manage processes resulting in customer success. You will role will be oriented toward technical task requested by clients, such as...

  • Customer Support Specialist

    2 weeks ago

    Dubai, Dubai, United Arab Emirates Amoura Development Company, Inc. Full time

    Customer Support Specialist - Student Position Customer SuccessJunior (1-2 years)Part-timeDescriptionRapyd has unified payments, payouts and fintech on one worldwide platform, and we're assembling the world's best team to liberate global commerce. With offices in Tel Aviv, Amsterdam, Singapore, Iceland, London, Dubai, Hong Kong, and the U.S., the...

  • Technical Support

    2 weeks ago

    Dubai, Dubai, United Arab Emirates Combuzz HR Solutions Full time

    Our client a leading multinational corporation based in Dubai, specializing in IT and customer support services. They pride ourselves on our innovative approach to technology and our commitment to excellence in customer service. To further enhance our service quality and operational efficiency, we are looking for a highly motivated and skilled Bilingual...

  • Technical Support Specialist Jobs in Dubai

    2 weeks ago

    Dubai, Dubai, United Arab Emirates ABB Full time

    1- Technical Support SpecialistJob: Full TimeLocation: Dubai, UAEDescription:As a Technical Support Specialist and will be the part of Motion Business Area for Service Division located in Dubai, UAE. In this role you will be responsible to provides technical assistance to internal and external customers. He/she ensures timely and cost-effective support in...

  • Junior Excellence Specialist

    2 weeks ago

    Dubai, Dubai, United Arab Emirates MTS Globe Full time

    Junior Excellence Specialist | MTS Globe DubaiMTS Globe is the biggest independently ownedincoming company in Europe. Our network includes 65 destination offices in 19 countries in and around the Mediterranean Sea, the Atlantic Ocean, Northern Africa, the Black Sea, the Arabian Gulf and Mexico ́s Caribbean Coast.The Junior Excellence Specialist responsible...

  • Junior IT Admin Support

    2 weeks ago

    Dubai, Dubai, United Arab Emirates Domus Flower LLC Full time

    The Junior IT Admin Support will be responsible for providing technical assistance and support related to computer systems, hardware, and software. They will respond to staff IT support queries and resolve technical issues related to computer systems, software, and hardware. Additionally, the Junior IT Admin Support will be responsible for data entry and...

  • IT Support Specialist

    2 weeks ago

    Dubai, Dubai, United Arab Emirates PAPEL Holding Full time

    IT Support Specialist | PAPEL Holding DubaiThe future of payments is coming The most integrated payment ecosystem that works for all. Powered by innovation Papel is a geographically and financially inclusive fintech for the future. Get powered by PapelThe IT Support Engineer will provide technical support to all group employees of Papel. The position...

  • IT Support Specialist

    2 weeks ago

    Dubai, Dubai, United Arab Emirates The Petshop Full time

    IT Support Specialist | The Petshop DubaiPets are at the heart of everything we do and, because of this, we have made it our mission to enhance the lives of pets and their owners; blending traditional retail with cutting-edge e-commerce to create a comprehensive and convenient shopping experience.We are seeking a highly skilled and motivated IT Support...

  • CCNA - Technical Support Specialist Photo Video

    2 weeks ago

    Dubai, Dubai, United Arab Emirates Canon South Africa (Pty) Ltd Full time

    Support Canon distributors, Channel Partners, and Canon end-users to achieve and maintain the optimum performance of nominated products. This includes responsibility for analyzing, documenting, testing, communicating, liaising, and ultimately solving product problems. Problem resolution will be either from technical specialists' own knowledge or by...

  • IT Technical Support

    2 weeks ago

    Dubai, Dubai, United Arab Emirates Careers International Full time

    The IT Technical Support role is pivotal in ensuring the smooth operation of the information technology systems within a FastMoving Consumer Goods (FMCG) company. This position involves providing technical assistance and support to users troubleshooting hardware and software issues and maintaining IT infrastructure to maximize productivity and minimize...

  • IT Technical Support

    2 weeks ago

    Dubai, Dubai, United Arab Emirates Careers International Full time

    The IT Technical Support role is pivotal in ensuring the smooth operation of the information technology systems within a FastMoving Consumer Goods (FMCG) company. This position involves providing technical assistance and support to users troubleshooting hardware and software issues and maintaining IT infrastructure to maximize productivity and minimize...

  • Female Technical Sales Support

    2 weeks ago

    Dubai, Dubai, United Arab Emirates Mobishastra Technologies Full time

    Role DescriptionThis is a full-time on-site role for a Technical Sales Support Specialist. The Technical Sales Support Specialist will be responsible for providing support to the sales team by responding to technical questions, preparing technical proposals and presentations, and developing relationships with key customer contacts. They will also provide...

  • Junior Sales Specialist

    2 weeks ago

    Dubai, Dubai, United Arab Emirates Oliv Full time

    Junior Sales Specialist | Oliv DubaiOliv (formerly InternsME) is a career platform designed for the youth of MENA. Headquartered in Dubai, United Arab Emirates, Oliv connects talented students, fresh graduates and experienced talent to leading employers for both internships and full time jobs. With youth unemployment rates in MENA being almost twice the...

  • Technical Support Specialist

    2 weeks ago

    Dubai, Dubai, United Arab Emirates InterSystems Full time

    Provide immediate response to customer inquiries in accordance with service standards.Provide technical support for custom development, user defined functions, interfaces, reports, extracts, data migration scripts and conversions.Provide advice and best practices to Partners for technical areas such as networks, configurations, architectures etc.Provide...

  • Junior Architect

    2 weeks ago

    Dubai, Dubai, United Arab Emirates Ulrich GmbH & Co. KG Full time

    Discover Top Junior Architect Vacancies in Dubai/UAETrain and mentorjuniorstaff members and provide performance feedback as needed.Communicate with project managers,architects, and subcontractors to ensure...L Mentorjuniordevelopers and provide technical guidance and support as needed.We are seeking a highly skilled Senior Flutter Developer with 3-4 years...

  • Junior IT Support Engineer

    1 month ago

    Dubai, Dubai, United Arab Emirates Gulf Career Hunt Full time

    Hiring Junior IT Support Engineer - Dubai UAEMinimum of 1 to 2 years of experience in IT supportLocation:UAE, DubaiFunctional Expertise: Analyze business processes and user requirements. Collaborate with stakeholders to gather and document system requirements. Troubleshoot and maintain network infrastructure, systems architecture, backup solutions, Wi-Fi,...

  • Junior IT Support Engineer

    4 weeks ago

    Dubai, Dubai, United Arab Emirates Gulf Career Hunt Full time

    Hiring Junior IT Support Engineer - Dubai UAEMinimum of 1 to 2 years of experience in IT supportLocation:UAE, DubaiFunctional Expertise: Analyze business processes and user requirements. Collaborate with stakeholders to gather and document system requirements. Troubleshoot and maintain network infrastructure, systems architecture, backup solutions, Wi-Fi,...