IT Support Lead - Abu Dhabi, United Arab Emirates - SecureTech LLC

SecureTech LLC
SecureTech LLC
Verified Company
Abu Dhabi, United Arab Emirates

1 week ago

Ahmed Al-Mansouri

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Ahmed Al-Mansouri

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Description
We are looking for experienced IT Support Lead


Main Responsibilities
i. Build a cohesive L1 team through training, mentoring and coaching and manage L1 Support Engineers effectively ii. Prepare routine ITSM reports from service desk perspective specifically measuring performance against department KPIs

iii. Ensure that Resolution and Response SLAs are met for all incidents and service requests in the L1 Queue

iv. Determine the root cause of different issues and communicate effectively to relevant resources and the operations manager

v. Troubleshoot all technical customer requests with the team and ensure timely service fulfilment

vi. Support daily IT asset management activities including but not limited to Asset Movement requests, commissioning and decommissioning user stations, IT Asset Bar coding and Asset Transfer requests

vii. Prepare monthly 24/7 shift roster for L1 Resources and follow up on the attendance of resources in the different L1 shifts

viii. Participate in Infrastructure Change Control whenever tasks are assigned to the L1 Queue

ix. Oversee 100% of incidents, service requests and problem management processes and escalate to relevant L2 engineers whenever required


Minimum Qualifications & Certification Requirement
Bachelor's degree in computer science or computer engineering

Certification (At least one of the below):
CompTIA A+ MCSE CCNA (Routing & Switching) Microsoft Certified Desktop Support Technician (MCDST)


Ability to commute/relocate:

  • Abu Dhabi: Reliably commute or planning to relocate before starting work (required)
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