IT Helpdesk Support Engineer - DUBAI

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Job Description

Duties include:

1. Provide first-call resolution and support.
2. Record and track Incidents and Service Requests.
3. Monitoring and applying escalation procedures relative to Service Level Agreements.
4. Managing the Service Call life-cycle, including closure and verification.
5. Achievement of Service Desk contracted Customer Service Level Agreements.

Requirements:

1. The position will have a degree level education, or equivalent experience, in IT support services.
2. Minimum 1 year experience is required in support services and operations roles.
3. Previous experience in providing Level 1 or Level 2 Service Desk support services.
4. Excellent written and verbal English/Arabic communication skills.
5. An understanding of the ITIL model.
6. A dedicated commitment to providing exceptional Customer Service.
7. A relevant Microsoft and Cisco Certification (MCP, CCNA, etc).
8. Proven experience working in a Service Level Agreement (SLA) driven environment.
9. Experience providing remote support.
10. Excellent time management and organisational skills.
11. A hardworking 'team-player' with a ‘can do’ attitude.

Experience: 3 - 10 years
Education: Bachelor's Degree

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