Technical Support Officer

1 week ago

Dubai, Dubai, United Arab Emirates The Government of Dubai Legal Affairs Department Full time

Key Job Duties and Responsibilities:

  • To receive and document failure reports and diagnose technical issues (hardware, networks, software), provide appropriate solutions or escalate them to the competent entity and follow up the issue until closure in a manner that ensures user's satisfaction;
  • To provide support and guidance to employees on the proper use of systems and applications;
  • To install, configure and maintain computers, printers and peripherals and manage their configuration according to the Department policies;
  • To install and update operation systems and software applications and follow up on technical updates and improvement;
  • To manage intranet, ensure its readiness and security, support VPN and Wi-Fi configuration, address communication issues and coordinate with services providers in the event of failure;
  • To do periodic backups, recover data, when required, and keep records of maintenance and technical documents;
  • To manage and update users' rights according to the approved procedures.
  • To comply with information security policy, protect data and report any potential security incidents;
  • To participate in testing new systems and updates before launching them;
  • To follow up technical services providers and ensure compliance with Service Level Agreements (SLAs);
  • To contribute to inventory of technical assets and periodically update hardware and software records;
  • To prepare periodic reports on technical performance, support indicators and quality of services; and
  • To suggest and implement initiatives for improving systems stability, quality of technical services and user's experience.

Main Administrative Duties and Responsibilities:

  • To comply with using (Tawqeet) for the purposes of documenting all duties and work completed daily according to the applicable rules in this regard.
  • To prepare the weekly report on all cases assigned to them and the actions taken according to the instructions issued in this regard.
  • To comply with all work procedures applicable in the Department concerning the Cases Management System (Tawtheeq).
  • To comply with Information Security policies approved by the Department.
  • To comply with all circulars issued by the Department concerning attendance to ensure that the duties assigned to the employee are completed on time with the required quality and efficiency.

Qualifications

Academic qualifications and years of experience:

  • Bachelor degree in computer science or any relevant area.

  • At least 4 years of experience in technical support.

Required skills (Technical skills and conduct):

  • Literacy in technical support practices and failure management.
  • Knowledge in Microsoft Exchange.
  • Profeciency in computer applications and networks management systems.
  • Ability to work under pressure and serve customers efficiently.
  • Effective communication skills and working as one team.
  • Fluency in Arabic and English (reading, writing and speaking).

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