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Technical Support Specialist

1 week ago

Dubai, Dubai, United Arab Emirates Dicetek LLC Full time

About Dicetek LLC

We are a dynamic IT solutions provider seeking a highly skilled Technical Support Specialist to join our team. As an L1 IT Support Technician, you will be the first point of contact for end-users seeking technical assistance.

Key Responsibilities:

  • First-Line Support: Answer incoming support requests via phone or helpdesk system and provide immediate assistance for basic technical issues.
  • Troubleshooting: Resolve common issues such as password resets, software installations, account unlocks, and connectivity problems.
  • Issue Logging: Accurately record all user interactions, issues, and resolutions in the ticketing system.
  • Escalation: Identify complex issues requiring more in-depth analysis and escalate them to L2 support while providing relevant information.
  • User Guidance: Assist users with navigating IT systems and software applications.
  • Documentation: Utilize existing knowledge base articles to resolve issues and contribute to documentation improvement.
  • Follow-Up: Inform users about issue status and follow up on unresolved tickets.
  • SLA Adherence: Meet established Service Level Agreements (SLAs) for response times and issue resolution.

Qualifications:

  • Education: Bachelor's degree in Engineering or Master's degree in IT; additional certifications in IT support or customer service are beneficial.
  • Experience: Previous experience in a customer service or IT support role is preferred.
  • Technical Skills: Basic understanding of computer systems, software, and network connectivity.
  • System Skills: Experience in Fusion HCM, Banner, Integration, Reporting, Black Board.
  • Communication: Strong verbal and written communication skills to explain technical concepts.
  • Problem-Solving: Ability to diagnose and resolve technical issues efficiently.
  • Teamwork: Willingness to collaborate with other team members and escalate issues as needed.

Working Conditions:

  • Schedule: May include shifts, including nights and weekends, depending on company needs.
  • Environment: Primarily office-based, with some remote support depending on the role.