Technical Support Specialist

4 days ago


Abu Dhabi, Abu Dhabi, United Arab Emirates Dicetek LLC Full time

We are seeking a highly skilled Technical Support Specialist to join our team at Dicetek LLC. As an L1 End-User Support Engineer, you will play a vital role in providing first-level support for technical issues faced by users.

Key Responsibilities
  • User Support & Incident Detection: Provide initial support for issues related to desktops, laptops, printers, and mobile devices. Utilize tools like Nexthink to monitor and analyze endpoint performance and user experience. Escalate unresolved or complex issues to L2 teams through ServiceNow.
  • Hardware & Software Troubleshooting: Assist with troubleshooting for hardware peripherals and connectivity issues. Support software installations, updates, and configurations on user devices. Leverage SolarWinds and Dynatrace for endpoint performance and health analysis.
  • Incident Management & Resolution: Log all incidents in ServiceNow, categorize by priority, and resolve or escalate as required. Track open incidents for timely resolution. Keep users informed about status and resolution steps.
  • User Account & Access Management: Support user account setup, password resets, and VPN or network access. Utilize Nexthink for endpoint activity and usage analytics.
  • Documentation & User Training: Document troubleshooting steps and resolutions for internal knowledge sharing. Educate users on best practices for using their devices and common issues.
Required Qualifications
  • Experience: 1-3 years in technical support or helpdesk roles.
  • Technical Skills: Basic knowledge of operating systems, productivity tools, and hardware troubleshooting.
  • Tools: Experience with monitoring tools like SolarWinds, Dynatrace, Nexthink, and incident platforms like ServiceNow.
  • Customer Service & Problem-Solving Skills: Strong customer focus and technical troubleshooting ability.
  • Communication: Strong verbal and written communication skills.


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