IT Support Engineer - Dubai, United Arab Emirates - Sharaf DG

Description

Dubai, United Arab Emirates

| Posted on 04/03/2024

As an L1Resource in IT Operations candidate should be responsible for providingfrontline technical support and assistance to ensure the smooth functioning ofIT systems and operations.

Primary objective will be to promptly address andresolve technical issues reported by end-users, minimize downtime, andcontribute to maintaining optimal performance of IT infrastructure critical.

Job Description:
Serve as the first point of contact for end-users reporting technical issues or seeking assistance. Respond promptly to support requests through various channels including phone, email, and ticketing system. Troubleshoot hardware, Printer, software, and network issues encountered by end-users, aiming for timely resolution.

Incident Management:
Document all reported incidents, including their nature, impact, and resolution steps, in the incident management system. Prioritize incidents based on severity and impact on retail operations. Escalate unresolved or high-priority incidents to L2 support or relevant teams for further investigation and resolution.


IT Asset Management:
Assist in maintaining an inventory of IT assets including hardware, software licenses, and peripherals. Coordinate with procurement teams for the acquisition and disposal of IT assets as required. System Monitoring and Maintenance, Monitor IT systems, networks, and infrastructure components to identify and resolve potential issues proactively. Perform routine maintenance tasks such as software updates, patches, and system backups.

Documentation and Knowledge Sharing:
Create and maintain documentation for IT processes, procedures, and troubleshooting guides. Share knowledge and best practices with team members to enhance overall efficiency and effectiveness.

Compliance and Security:
Adhere to IT security policies and procedures to safeguard retail systems and data. Assist in compliance audits and assessments related to IT operations and security. Requirements

Bachelor's degree in Information Technology,Computer Science, or a related field.

Previous experience in a technical supportrole, preferably in a retail or customer-facing environment.

Strong troubleshooting skills with the abilityto diagnose and resolve hardware, software, and network issues.

Familiarity with ITIL frameworks and incidentmanagement practices.

Proficiency in using help desk and ticketingsystems for managing support requests.

Good understanding of retail IT infrastructureincluding POS systems, hardware and network devices.

Excellent communication and interpersonalskills with a customer-focused approach.

Ability to work effectively in a fast-pacedenvironment and prioritize tasks based on urgency and impact.#J-18808-Ljbffr