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Job Position Description
TITLE:
POSITION TYPE:
GRADE/RANK:
PRIMARY DEPARTMENT:
UNIT:
REPORTS TO:
LOCATION:
JOB PURPOSE
SUMMARY
KEY RESPONSIBILITIES
EDUCATION & EXPERIENCE REQUIREMENTS
COMPETENCIES
Job Description
Job Position Description
TITLE:
Desktop Support Engineer
POSITION TYPE:
Staff
GRADE/RANK:
PRIMARY DEPARTMENT:
Information Technology
UNIT:
Infra L2 Support
REPORTS TO:
IT Manager
LOCATION:
Sharjah
JOB PURPOSE
SUMMARY
We are looking for a Technical Support Engineer to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software and hardware problems and help our customers install applications and programs.
Technical Support Engineer responsibilities include resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support. You will use email and chat applications to give clients quick answers to simple IT issues. For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals.
To be qualified for this role, you should hold a degree in a relevant field, like Computer Science, IT or Software Engineering. Microsoft, Cisco, Linux or similar certification is a plus. If you’re naturally a helper, enjoy assisting people with computer issues and are able to explain technical details simply, we’d like to meet you.
Ultimately, you will be a person our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems.
KEY RESPONSIBILITIES
- Research and identify solutions to software and hardware issues
- Diagnose and troubleshoot technical issues, including account setup and network configuration
- Ask customers targeted questions to quickly understand the root of the problem
- Track computer system issues through to resolution, within agreed time limits
- Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
- Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
- Provide prompt and accurate feedback to customers
- Refer to internal database or external resources to provide accurate tech solutions
- Ensure all issues are properly logged
- Prioritize and manage several open issues at one time
- Follow up with clients to ensure their IT systems are fully functional after troubleshooting
- Prepare accurate and timely reports
- Document technical knowledge in the form of notes and manuals
- Maintain jovial relationships with clients
EDUCATION & EXPERIENCE REQUIREMENTS
- Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
- Hands-on experience with Windows/Linux/Mac OS environments
- Good understanding of computer systems, mobile devices and other tech products
- Ability to diagnose and troubleshoot basic technical issues
- Familiarity with remote desktop applications and help desk software (example – Service Desk)
- Excellent problem-solving and communication skills
- Ability to provide step-by-step technical help, both written and verbal
- BS degree in Information Technology, Computer Science or relevant field
- Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus
COMPETENCIES
- Leadership & Managerial Accountability – Engages others to work together towards a shared vision and common goals; Makes effective decisions, achieve outcomes and results
- Communication -Able to share information in an effective & collaborative manner, both verbally and in writing.
- Customer & Service Focused – Demonstrates a spirit of service excellence
- Results & Action Orientation – Demonstrates initiative to generate improvements and foster positive outcomes.
- Builds Effective Interpersonal Relationships – Demonstrates interpersonal effectiveness in the workplace.
- Knowledge & Technical Competency – Demonstrates proficiency in technical and job knowledge aspects of the position to achieve high level of performance. Able and willing to learn.
