Senior Technical Support Engineer (Priority for UAE nationals)

Description

The Senior Technical Support Engineer is responsible for providing high-quality technical support to the learners, staff, and faculty members. Also responsible for the administration of server application and providing technical training as needed.

Main roles & responsibilities

1. Provide first-level technical support to learners, staff, and faculty face to face or remotely using appropriate remote support and communication tools.  Timely and proper logging, follow up and closure of technical support tickets.
2. Provide technical support for various external/internal events organized by HBMSU. This includes requirements collection, preparation, testing, and support.
3. Administration of various servers and applications the department may own (e.g. Active Directory, Antivirus, backup system, Print server, etc.).
4. Regularly maintain the hardware/software assets inventory.
5. Regular monitoring and maintenance of audio and video systems. Check systems health regularly and execute corrective actions when necessary.
6. Provide technical trainings whenever required.
7. Provide hardware and software support for desktop computers and other end-user devices like printers and scanners.
8. Perform end-user testing of various applications and systems as required to detect software defects and inconsistencies. Also, communicate and track the test results, errors, or bugs with other AIT sections.
9. Perform the assigned tasks as part of special projects such as working with other team members to determine and meet business needs, completing individual deliverables, contributing to overall project objectives, and documenting whenever applicable.
10. Report any information security incidents or suspicious behaviors to the line manager and AIT ISM.
11. Adhere to internal and local information security and relevant health and safety laws, regulations, policies, and procedures.
12. Handle any other responsibilities assigned by the line manager.

Required qualification & skills

Professional Experience

3 years of relevant experience in a similar position

Education and Academic Qualifications

• Bachelor’s Degree in computer engineering, Computer Science, IT, or a related field from an accredited university.
• ITIL V3 certification
• Any other certification will be a plus (Microsoft, Cisco, Apple etc.).

Knowledge, Skills & Abilities

• Microsoft Windows, Mac, and general desktop support issues.
• End-user devices like printers and scanners.
• Audio and Video systems like projectors, mixers, etc.
• DNS, TCP/IP, and other networking concepts.
• Excellent customer care skills.
• Time and project management skills.
• Analytical and problem-solving skills.
• Interpersonal, communication, and soft skills.
• Ability to work under pressure and in a diverse culture.
• Excellent communication skills in English languages; Arabic language is an advantage.