IT Support Specialist ( UAE Nationals Only)

SUMMARY OF FUNCTIONS:

• Independently provides complex technical support to AU staff members and students.
• Provide onsite support where required and play a key role in maintaining and improving the knowledge standards.

ESSENTIAL DUTIES & RESPONSIBILITIES: 

• Investigates, and resolves software problems on AU computer systems; performs software repairs, maintenance, technical assistance, and support on a wide range of PC-based computers and peripherals.
• Provides technical assistance, support, and troubleshooting in the resolution of system communications failures and conflicts.
• Provides general and in-depth guidance, assistance, and support to users as requested, on diverse software/applications and operating systems.
• maintains a high standard of customer service in dealing with and responding to questions.
• Performs routine, day-to-day hardware and software maintenance as assigned, and assists in utilization of systems.
• Works on the orders until completion or escalate to the senior technical support.
• Restores and configure the mass number of PCs via the Image backup solutions which are created by the senior technical support.
• Follow-ups and fully document individual cases via helpdesk software.
• Provides Technical support to users’ PCs/Devices which may require access to critical/confidential data.
• Provides technical support on IT equipment during events, seminars, workshops, and video conferences
• Resolves users’ technical issues assigned through the helpdesk. 
• Performs miscellaneous job-related duties as assigned.

QUALIFICATIONS & EXPERIENCE:

• Bachelor's degree in Computer field.
• 1-3 years experience in technical/software support.

KNOWLEDGE & SKILLS:

• Computing studies skills.
• Information systems skills.
• Knowledge of an organization’s computing systems.
• Verbal and written communication skills in both languages, English and Arabic.
• Listening ability and patience.
• Customer service and relationship management experience.