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Join Our Team and Make a Difference!RAK Digital Assets Oasis (RAK DAO) is on the lookout for a passionate and talented professional to join our dynamic team. If you’re looking for an opportunity to excel in an exciting environment, contribute to upscaled projects, and grow both personally and professionally, we invite you to explore this exciting role with us.At RAK Digital Assets Oasis, we value innovation, collaboration, and a commitment to excellence. We’re dedicated to creating a diverse and inclusive workplace where every team member’s unique skill and perspective are celebrated. If you’re ready to be part of an organization that values your contributions and offers ample opportunities for growth, we’d love to hear from you.The roleThe IT Support Engineer (Helpdesk) is the first point of contact for end-users seeking technical assistance. Their primary responsibility is to provide effective and timely support to resolve technical issues, ensuring customer satisfaction and operational efficiency. They troubleshoot, diagnose, and resolve hardware, software, and network-related problems, maintaining a high level of professionalism and technical expertise.The responsibilitiesEnd-user Interaction:Respond promptly to technical support requests via phone, email, or chat.Perform remote troubleshooting and provide clear instructions to end-users.Educate end-users on basic technical issues and best practices.Technical Support:Provide first-line diagnosis and resolution of technical issues.Escalate complex problems to higher-level support teams when necessary.System Management and Maintenance:Install, configure, and maintain computer hardware, software, and peripherals.Monitor and maintain computer systems and networks.Conduct routine maintenance and system updates.Assist with the setup and deployment of new equipment.Documentation and Collaboration:Document and track support requests and resolutions using helpdesk software (ticketing).Collaborate with team members to improve support processes and customer satisfaction.The requirementsBachelor’s degree in information technology, Computer Science, or a related field.2-to-4-year experience in similar role.Relevant certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or Cisco Certified Network Associate (CCNA).Knowledge of ITIL principles and practices.Proven experience as an IT Support Engineer, Helpdesk Technician, or similar role.Strong knowledge of computer hardware, software, and network systems.Familiarity with Windows, Mac, and Linux operating systems.Experience with remote desktop applications and helpdesk software.Experience in troubleshooting of Microsoft Office 365 including Outlook, Teams, SharePoint, and OneDrive.Configuration and Management skills on Microsoft Intune, Azure AD and MS 365 Admin centerWorking knowledge of Backup Solutions, video conferencing hardware and softwareExcellent problem-solving and communication skills.Strong organizational skills and attention to detail.End-user support experience in an environment with Windows servers, PCs (Win 10/11 and Mac), Microsoft 365, MS Teams applications, Intune, Azure AD and cloud solutions Ability to manage multiple tasks and prioritize effectively. We can’t wait to learn more about you and your qualifications! Please submit your resume and any other relevant materials. We’re eager to embark on this journey with you and explore the possibilities of how your skills and experience can contribute to our team’s success.At RAK Digital Assets Oasis we are committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, gender, national origin, age, disability, or any other protected status in accordance with applicable laws. We are dedicated to creating an environment that values diversity, promotes fairness, and ensures equal opportunities for all.
