Work Location : Dubai, UAE
Salary : Upto 4,000 AED (All inclusive)
We are looking for Service Desk Technician who can provide first and second-level IT support to end users, ensuring high system availability and user productivity. The role focuses on resolving technical issues, maintaining IT systems, supporting infrastructure, and delivering excellent customer service in line with defined service levels.
Essential Job Functions
- Record details of issues raised in the helpdesk call logging application, update users on progress and ensure user satisfaction on issue closure
- Resolve issues by accurately following technical procedures
- Install, maintain and diagnose problems with PC software, hardware and related peripherals within the Pentair Standard Operating Environment
- Follow Change control practices following Company's standard process.
- Identify problems and work with IT team members to resolve root causes.
- Ensure security patching is administered in accordance with global compliance levels
- Monitor systems and identify critical issues.
- Appropriately communicate and escalate issues to functional experts and/or vendors
- Write technical instructions for new support processes and update existing documents
- Undertake administrative tasks including, but not limited to, user authentication systems, hardware inventory, security patch and SOE compliance levels.
- Participation in, and where required the coordination of, IT Infrastructure projects.
- Perform duties in accordance with the requirements of business agreed Service Levels
- Engage in projects as and when required
Minimum Qualifications
Education: BSC or related field with General Level English
Experience:
- Experience in a customer service role is advantageous
- Experience working with computers or other technology desirable
- Experience in IT support or customer service roles (MNC exposure preferred).
- Proficient technical skills on Windows 10, 11, Microsoft 365 suite.
- Basic networking skills on Cisco routers, switches.
- Basic Windows server management skills.
- Experience with Active Directory
- Technology related skills
- Proficient in Providing on-site and remote support, including assistance to senior stakeholders (VIP/C-level).
- Knowledge of handling JIRA ticketing system (Preferred)
Desired Characteristics
- Strong customer service focus with excellent communication and listening skills
- Good problem-solving skills
- Ability to multi-task, priorities, and work under pressure
- Ability to work as part of a team
- Ability to learn business processes and priorities
- Ability to use a methodical approach and good attention to detail to ensure procedures are accurately followed
- Work flexible hours when occasionally required
- Commitment to undertake workplace, on the job training and self-development
- Ability to work with people across all levels of the organization to achieve outcomes that support the goals of projects
- Can work autonomously with direct management in different location.
