End User Support Technician

2 weeks ago

Abu Dhabi, Abu Dhabi, United Arab Emirates Dicetek LLC Full time
Roles and responsibilities

We are hiring an L1 End-User SupportEngineer to provide first-level support for technical issues facedby users. The ideal candidate should have experience introubleshooting hardware, software, and networking issues, and befamiliar with key support tools like SolarWinds, Dynatrace,ServiceNow, and Nexthink.

KeyResponsibilities

  • User Support & IncidentDetection:
  • Provide initial support for issuesrelated to desktops, laptops, printers, and mobiledevices.
  • Use tools like Nexthink to monitor andanalyze endpoint performance and userexperience.
  • Escalate unresolved or complexissues to L2 teams through ServiceNow.
  • Hardware& Software Troubleshooting:
  • Assist withtroubleshooting for hardware peripherals and connectivityissues.
  • Support software installations,updates, and configurations on userdevices.
  • Use SolarWinds and Dynatrace forendpoint performance and healthanalysis.
  • Incident Management &Resolution:
  • Log all incidents in ServiceNow,categorize by priority, and resolve or escalate asrequired.
  • Track open incidents for timelyresolution.
  • Keep users informed about statusand resolution steps.
  • User Account &Access Management:
  • Support user account setup,password resets, and VPN or network access.
  • UseNexthink for endpoint activity and usageanalytics.
  • Documentation & UserTraining:
  • Document troubleshooting steps andresolutions for internal knowledgesharing.
  • Educate users on best practices forusing their devices and common issues.

RequiredQualifications

  • Experience: 1-3 years in technicalsupport or helpdesk roles.
  • Technical Skills:Basic knowledge of operating systems, productivity tools, andhardware troubleshooting.
  • Tools: Experiencewith monitoring tools like SolarWinds, Dynatrace, Nexthink, andincident platforms like ServiceNow.
  • CustomerService & Problem-Solving Skills: Strong customer focus andtechnical troubleshootingability.
  • Communication: Strong verbal andwritten communication skills.
Desired candidate profile

  • TechnicalSupport:

    • IssueResolution: Providing timely and efficientresolution of technical issues related to hardware, software,network connectivity, and other ITsystems.
    • Troubleshooting:Identifying and diagnosing technical problems and determiningsolutions. This may involve remotely accessing systems or workingdirectly with users to resolveissues.
    • EscalationManagement: When issues are complex, escalating themto higher-level support teams or subject matter experts, ensuringthat they are resolvedquickly.

  • UserAssistance andTraining:

    • UserSupport: Assisting users in understanding and usingtechnology, helping them with software applications, devices, andsystems.
    • Training:Conducting training sessions to ensure users are aware of IT bestpractices, software updates, and how to use new systems orapplicationsefficiently.
    • Documentation:Creating and maintaining user manuals, FAQs, and knowledge basearticles to help users resolve common issuesindependently.

  • Softwareand HardwareInstallation:

    • Installationand Setup: Installing software, applications, andupdates on end-user devices, ensuring everything is correctlyconfigured and up todate.
    • HardwareSupport: Assisting with the setup, maintenance, andrepair of hardware devices, such as laptops, desktops, printers,and peripherals.
    • SystemConfiguration: Configuring operating systems andsoftware applications to meet user-specific requirements, includingsecurity settings and userprofiles.

  • SystemMonitoring andMaintenance:

    • MonitoringPerformance: Monitoring the performance of systemsand devices to identify potential issues before they affectend-users.
    • PreventiveMaintenance: Performing routine maintenance tasks,such as running diagnostics, cleaning up unnecessary files,updating antivirus software, and ensuring systems aresecure.
    • SecurityUpdates: Ensuring that security patches and updatesare applied to end-user devices to protect againstvulnerabilities.

  • Troubleshootingand IssueDiagnosis:

    • ErrorDetection: Diagnosing and troubleshooting hardwareand software issues, including problems related to system crashes,slow performance, or connectivityissues.
    • RemoteSupport: Using remote desktop tools to assist userswith their issues without needing to be physically present, oftenresolving problems faster and moreefficiently.
    • On-SiteSupport: Providing in-person support when issuescannot be resolved remotely, including setting up new workstationsor fixing hardwareproblems.

  • Systemand NetworkConfiguration:

    • NetworkConnectivity: Assisting users with networkconnectivity issues, ensuring that users are able to accessinternal servers, cloud applications, and internetresources.
    • VPN and RemoteAccess: Configuring and troubleshooting virtualprivate network (VPN) connections, remote desktop applications, andother remote access tools.
    • UserAccount Management: Creating, modifying, anddeleting user accounts, permissions, and access rights inaccordance with organizationalpolicies.

  • IncidentTracking andReporting:

    • TicketingSystem: Using ticketing systems to log, track, andresolve end-user issues, ensuring accurate documentation and timelyfollow-up.
    • Reporting:Generating reports related to support tickets, common issues, andtrends in system performance to help the IT department makeimprovements.
    • FeedbackCollection: Collecting feedback from end-users onthe support process and their satisfaction with the resolution ofissues.
Key Skills
End user,EngineeringDrawing,Support Operations
Employment Type: Full-time
Department / FunctionalArea: Information Technology (IT)
Experience: years
Gender: Male
Vacancy: 1

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