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End User Support Engineer - CNTG

Min Experience

3 years

Location

DUBAI, AE

JobType

full-time

About the job

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About the role

To provide service desk support activities within ENOC to ensuring secure, reliable and smooth running of the user support function to maintain a high quality and availability for the IT services. Assist end user with hardware and software problems via phone, email, or visiting them to understand and resolve the problem. Operational • Take a lead to provide immediate fix whenever user incidents are identified or reported. • Proactively monitor the delivery of the service desk support function according to approved policies and procedures, user requests, SLA's, and maintenance schedule. • Any special assignment from line manager or IT senior management. • To provide technical support; answering support queries via phone, email and fax. • Installation, configuration or upgrade of end user device's, like" PC's Laptops, Tablets, Mobiles… • To maintain a high degree of customer service for all support queries and adhere to all service management principles. • To take ownership of user problems and be proactive when dealing with user issues. • To log all calls on the call logging system. • Respond to enquiries from clients and help them resolve hardware or software problems. • Maintain a log of any software or hardware problems detected. • Support users in the use of Computer equipment by providing necessary training and advice. • To allocate more complex calls to the relevant IT Support member. • To arrange for external technical support where problems cannot be resolved in house • To escalate calls to appropriate individuals/roles if the call cannot be resolved within the agreed time frame

Skills

IT infrastructure
end user support
application support
application security
TCP/IP
networking protocols
security concepts
end user support frameworks
Microsoft operating systems
Microsoft Office
Microsoft Outlook
PC hardware
laptop hardware
tablet hardware
mobile hardware