End User Support Engineer

ENOC LUBRICANTS AND GREASE MANUFACTURING PLANT LLC

Employer Active

Posted 7 hrs ago

Experience

3 - 5 Years

Job Location

Dubai - United Arab Emirates

Education

Bachelor of Science(Computers)

Nationality

Any Nationality

Gender

Not Mentioned

Vacancy

1 Vacancy

Job Description

Roles & Responsibilities


Principal Accountabilities
  • Take a lead to provide immediate fix whenever user incidents are identified or reported.
  • Proactively monitor the delivery of the service desk support function according to approved policies and procedures, user requests, SLA s, and maintenance schedule.
  • Any special assignment from line manager or IT senior management.
  • To provide technical support; answering support queries via phone, email and fax.
  • Installation, configuration or upgrade of end user device s, like PC s Laptops, Tablets, Mobiles
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles.
  • To take ownership of user problems and be proactive when dealing with user issues.
  • To log all calls on the call logging system.
  • Respond to enquiries from clients and help them resolve hardware or software problems.
  • Maintain a log of any software or hardware problems detected.
  • Support users in the use of Computer equipment by providing necessary training and advice.
  • To allocate more complex calls to the relevant IT Support member.
  • To arrange for external technical support where problems cannot be resolved in house
  • To escalate calls to appropriate individuals/roles if the call cannot be resolved within the agreed time frame
Additional Principal Accountabilities

Desired Candidate Profile

Education

  • Degree: Minimum Bachelor s degree in Computer Science, Computer Engineering or equivalent.
  • Having related professional Industry certifications will be a plus as well as project management certifications such as PRINCE II, PMP, etc.
  • Preferred professional certifications: ITIL

Experience

  • 3+ years of IT infrastructure experience with a focus on end user support management
  • Solid understanding of technical application support and application security concept and requirements
  • Good knowledge of TCP/IP, FW, networking protocols and security concepts.
  • Good knowledge and experience in end user support frameworks
  • Excellent telephone etiquette and using call logging software.
  • Strong knowledge of Microsoft based operating systems, office suite of applications and other Microsoft based applications, like: AD, DNS, HTTP/s, SSH, LDAP, DHCP, etc.
  • Experience with using and troubleshooting Microsoft Outlook within a network environment (permissions, calendar sharing, delegation)
  • Good Knowledge of PC, laptops, tablets and mobile hardware set-up and configuration.

Company Industry

Department / Functional Area

Keywords

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ENOC LUBRICANTS AND GREASE MANUFACTURING PLANT LLC

https://careers.enoc.com/job/DUBAI-End-User-Support-Engineer/732528422/