IT Support Specialist | Emiratis |
Abu Dhabi
Summary of the Role:
- Years of Experience: minimum 5 years
- Receiving technical support requests from users and recording the requests in the system.
- Classifying technical support requests according to the type of technical problem and its impact.
- Directing the technical support request to the relevant department in the Information Systems Management to identify the causes of technical problems and find appropriate solutions in coordination with the technical request's specialist.
- Participating in following up on technical problems with users and the technical support team or the relevant department to ensure suitable solutions are found for the technical problems they face.
Required Skills and Competencies
Technical & Systems Support
- Strong knowledge of Windows operating systems (Windows 10/11) and basic Linux/macOS support.
- Experience with Active Directory (user accounts, groups, password resets, and basic GPOs).
- Proficiency in Windows OS installation, configuration, maintenance, and troubleshooting.
- Familiarity with Microsoft 365 including Outlook, Teams, OneDrive, SharePoint, and license management.
- Ability to troubleshoot desktop and laptop hardware.
- Experience supporting printers, peripherals, and mobile devices.
- Application testing, support, and system upgrade assistance.
- System performance monitoring and reporting.
IT Service Desk & Operations
- Proven ability to diagnose and resolve Level 1 and Level 2 IT incidents efficiently.
- Experience working with ITSM tools, specifically ServiceNow (ServiceHub).
- Strong incident prioritization skills based on impact and urgency.
- Experience with IT Service Desk operations (L1 / L2 support).
- SLA monitoring, service performance tracking, and continuous service improvement.
- Critical incident handling, escalation, and coordination.
Asset, Vendor & Contract Management
- Knowledge of IT asset management, inventory tracking, and IT equipment lifecycle management.
- Experience in vendor and supplier management.
- Maintenance contract coordination and follow‑up.
Security, Governance & Compliance
- Awareness of IT security best practices, endpoint protection, and data protection requirements.
- Understanding of IT governance and compliance requirements.
Project & Professional Skills
- Experience in project management and multi‑project coordination.
- Strong analytical skills to identify root causes and implement corrective actions.
- Proper documentation of incidents, service requests, and resolutions.
- Ability to work independently and collaboratively as part of a technical support team.
- End‑user training delivery and IT awareness support.
