IT Technical Support Officer

5 months ago


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 problem-solving and analytical skills, with the ability to identify and mitigate software issues
- Experience working with cross-functional 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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