IT Service Desk Engineer for UAE

VAM Systems is a Business Consulting, IT Solutions and Services company with operations in UAE, Bahrain, USA, Australia, Singapore & India.

VAM Systems is currently looking for IT Service Desk Engineer for our UAE operations with the following skillsets & terms and conditions:

Skills and Qualification

Technical Skills

• Good understanding of computers architecture, Microsoft and desktop applications, computer peripherals, operating systems and application software
• Excellent understanding of Microsoft Windows infrastructure (Windows Server and Windows client)
• Good understanding of Microsoft Active Directory services
• Excellent knowledge of Microsoft Office products including O365 and Skype for Business
• Familiarity with network architecture, LAN network protocols and client-server business applications
• Familiarity with Citrix and remote desktop or any VDI platform
• Familiarity with Distributed File Sharing
• Good understanding of ITIL framework or any other service management framework
• Excellent understanding of IT service management tools and ticketing system
• Knowledge of using a call center system to manage incoming and outgoing calls with customers (Vocalcom, Cisco UC, Avaya etc.)
• Knowledge of using remote access tools for remote troubleshooting
• Ability to systematically troubleshoot complex problems and resolve them or escalate to the right team

Essential Qualifications

• Bachelor Degree in an IT related field or equivalent hands-on experience
• 2-3 years’ experience in an IT Service Desk role
• ITIL v3 Foundation Certification
• MCSA in Windows Server 2012/2016 or MCTS in Windows Server 2008

Preferred Qualification

• MCITP in Windows Server 2008 or MSCE in Windows Server 2012
• Certificate in Windows 7 or 10 Troubleshooting and Implementation
• Network+ Certificate

Communication and Soft Skills

• Excellent communication skills in English, both verbal and written
• Critical and analytical thinking and creativity – always challenging the status quo and find better ways to complete tasks
• Conflict Resolution – ability to resolve problems and complex situations
• Active listening and empathy – ability to listen and understand users to address their needs
• Team player – ability to work with a team and influence a positive collaborative culture
• Ability to prioritize workload appropriately based on the impact on the business

Responsibilities and Duties:

Service Desk End-User Support
• Manage end-user issues raised to Service Desk (Level 1) through tickets and calls received through IVR
• Handle incoming calls from end-users in a professional manner and within the defined service levels and ensure achievement of KPI’s
• Ensure proper and timely communication to the end-user on every ticket through the Service Desk tool and phone
• Ensure all work conducted is being logged and managed within tickets raised by or on behalf of business users
• Provide high-quality resolutions of assigned tickets and managing the expectations of the users
• Ensure to resolve and close all end-user tickets within the defined Service Level Agreement (SLA) targets
• Escalate tickets that are beyond the scope of Service Desk to other teams in 2nd level (Applications team and Field Support team) and 3rd level (Infrastructure and Production teams)

Communication
• Act as the 1st point of contact for for all IT related issues or requests
• Build a strong trust relationship with business users across the region
• Build strong collaboration with level 2 and 3 IT teams
• Create and update documentation for end-users when needed for known issues/requests

IT Support
• Create and modify user accounts for Active Directory and all applications
• Install end-user software (licensing validity and availability checks)
• Deployment of new applications (and/or upgrades) and follow-up
• Troubleshoot software application issues to resolve basic known ones and escalate complex ones to 2nd level, 3rd level and vendor
• Manage applications permissions changes for end-users
• Create mailboxes and troubleshoot email issues (Exchange server)
• Troubleshooting of printer issues
• Call center system support
• Mobile management enrolment and activation
• Shared folders permissions management

Security
• Ensure full compliance with the Information Security policy and procedures
• Review encryption and antivirus definition status and remediate any issues
• Administrative Privileges management
• Ensure that all provided laptops have the necessary physical security measures
• Scan computers for virus infection
• Provide physical access to staff and visitors as necessary.

Network and Telecom
• Troubleshoot end-user internet issues
• Local area network and Ethernet connections support
• Wireless network access basic support
• Headset phone and softphone setup for call center staff
• VPN configuration and troubleshooting

Terms and conditions:

Joining time frame: Immediate (15 - 30 days)

The selected candidates shall join VAM Systems - UAE and shall be deputed to one of the leading Organizations in UAE
: Sreejith
: 5200
: تكنولوجيا المعلومات
: دبى , الامارات العربية المتحدة
: دوام كامل
: 8 ساعات
: 2018-07-24
: 2018-08-24
: الكل
: لا يشترط
: لا يشترط
: 671

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