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End User Support Technician

1 week ago

Dubai, Dubai, United Arab Emirates ParamInfo Full time
Roles and responsibilities

Job Title: VIP End User Support Engineer -ARABIC

Location: Dubai

Key Responsibilities & Accountabilities

  • Answer staff questions in person and via phone on all company supported applications. Troubleshoot computer problems. Determine source of computer problems
  • Advise staff on appropriate action. Serve as liaison between staff and the technology department to resolve issues.
  • Work one-on-one with staff on application projects. Provide recommendations on company application purchases. Document resolutions for future reference.

Education & Experience

  • 4 years' experience in IT. Knowledge of TCP/IP protocols and their functionality.
  • Advanced knowledge and troubleshooting of Windows XP, and Vista. Advanced Knowledge and troubleshooting of office application.
  • Working knowledge of implementation of LANs. Ability and desire to learn new skills quickly.
  • Fluent in both written and spoken Arabic and English

  • Technical Support:

    • Provide technical support to end users by diagnosing and resolving hardware, software, and network issues.
    • Offer assistance on various platforms (PCs, laptops, mobile devices) and software (operating systems, applications, business tools).
    • Answer inquiries about system configurations, software installation, and application usage.

  • Issue Diagnosis and Troubleshooting:

    • Identify and analyze technical problems by gathering information from users about the issue.
    • Troubleshoot issues related to operating systems, network connectivity, and application performance.
    • Work with users to understand the issue, replicate the problem if needed, and provide effective solutions.
    • Escalate unresolved issues to higher-level technical teams or vendors as necessary.

  • Incident Management and Resolution:

    • Log, track, and manage support requests using a ticketing system (e.g., JIRA, ServiceNow, Zendesk).
    • Prioritize and resolve issues based on severity and impact to ensure timely resolution.
    • Monitor ticket statuses to ensure that service-level agreements (SLAs) are met.
    • Ensure that users are updated on the progress of their issues.

  • Software Installation and Configuration:

    • Assist in the installation and configuration of software applications, operating systems, and drivers.
    • Provide guidance on configuring user accounts, email accounts, and necessary system settings.
    • Perform routine software updates and patches to ensure systems are secure and functioning correctly.

  • Hardware Support:

    • Support end users in troubleshooting hardware issues (e.g., printers, monitors, workstations, networking equipment).
    • Set up and configure new hardware, such as computers, printers, and other peripherals.
    • Work with the IT team to replace faulty hardware and ensure users are equipped with functional devices.

  • User Training and Documentation:

    • Provide training to users on the use of software, systems, and hardware, ensuring they are comfortable with their tools.
    • Create and maintain user guides, troubleshooting documentation, FAQs, and other resources to empower users to solve simple issues on their own.
    • Offer recommendations on best practices for using IT systems to increase productivity and minimize downtime.

  • Network and Connectivity Support:

    • Assist users with connectivity issues, including Wi-Fi, VPN, intranet, and internet access problems.
    • Troubleshoot and resolve network-related issues such as connectivity, speed, and security concerns.
    • Work with network administrators to ensure users are properly connected to corporate networks and services.

  • System Monitoring and Maintenance:

    • Perform routine checks to ensure systems are functioning as expected, identifying potential issues before they affect end users.
    • Monitor system performance and ensure security measures (e.g., antivirus updates, firewalls) are in place.
    • Support efforts to maintain and back up critical business systems.

  • Escalation and Collaboration:

    • Collaborate with System Administrators, Network Engineers, or Developers when issues require more advanced technical expertise.
    • Escalate complex issues to specialized teams, ensuring that users are informed of the status and resolution process.
    • Work alongside other departments (e.g., IT, HR, Operations) to address cross-functional technical challenges.
Desired candidate profile

  • Technical Knowledge:

    • Strong understanding of hardware (computers, printers, mobile devices, etc.) and software (operating systems, applications).
    • Familiarity with networking concepts such as TCP/IP, DNS, VPN, and Wi-Fi connectivity.
    • Basic knowledge of database management, cloud services, and enterprise software tools.

  • Troubleshooting and Problem Solving:

    • Ability to diagnose technical issues, determine root causes, and provide effective solutions.
    • Strong analytical skills for troubleshooting hardware and software problems efficiently.
    • Ability to perform step-by-step troubleshooting and document solutions.

  • Customer Support and Communication:

    • Excellent communication skills to clearly explain technical issues to non-technical users.
    • Active listening skills to understand user issues and offer appropriate support.
    • Ability to handle multiple tickets at once while maintaining professionalism and a customer-first attitude.

  • Ticketing and Support Tools:

    • Proficiency with ticketing systems (e.g., Zendesk, Freshdesk, JIRA Service Desk).
    • Familiarity with remote support tools (e.g., TeamViewer, Remote Desktop).
    • Understanding of knowledge management and self-service portals for users to find solutions.

  • Time Management:

    • Strong time management skills to prioritize tasks and ensure timely issue resolution.
    • Ability to manage competing demands from different users and handle issues based on priority.

  • Documentation and Reporting:

    • Ability to create detailed documentation on issues and solutions to maintain an accurate record of incidents.
    • Writing skills for creating user guides, FAQs, and knowledge base articles.