IT Support Engineer

Duties & Responsibilities

• Take ownership of customers' reported issues and problems through to resolution.
• Maintain up-to-date skills for all end-user’s hardware and software troubleshooting.
• Provide prompt and accurate feedback to customers.
• Document knowledge in the form of knowledge base tech notes and articles.
• Install and configure computer systems.
• Diagnose and solve hardware/software faults.
• Prioritize and manage several open cases at one time.
• Work continuously on a task until completion (or referral to third parties, if appropriate).
• Ensure the employees’ Network and IT Services usage is consistent with IT Policies as per AWCC IT policy rules.
• Ensure that the security risks are prevented by all means including Antivirus software and relevant security/operating systems service pack updates and firewall log monitoring and analyzing.
• IT Support Engineer will travel to any province of UAE to maintain the AWCC remote office in good function and provide installations, troubleshooting, and maintenance support.
• Participate in providing training to customers as required.
• Willing to take ownership and take on other duties as assigned. Also, handle and be responsive to any other tasks or assignments assigned by Manager or Supervisor.

Job Requirements

• University degree in Computer Science or Information and Communications Technology (MCIPT/Network+/A+ certifications are supportive.)
• 3 Years of relevant experience in Information Technology and Telecommunications environment including installation, troubleshooting, implementation, control, and monitoring.
• Excellent understanding of the technical fundamentals of the internet and should have a solid knowledge of internet protocols such as SSH, FTP, SFTP & HTTP, as well as the ability to use diagnostic tools such as traceroute, ping, and dig.
• Ability to Provide 24/7 support.
• Exceptional interpersonal skills, with a focus on listening and questioning skills.
• Exceptional customer service orientation.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language to non-technical staff and end-users.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.