Job Types: Full-time, Permanent
Pay: AED5,500.00 per month
Technical Knowledge :
- Knowledge and Experience in managing Windows Servers 2012R2, 2016,2019
- Knowledge and Experience in services such as Active Directory, DNS, DHCP
- Knowledge and Experience in managing Microsoft Office 365, Intune, Intune Policies, Azure.
- Knowledge and Experience on Microsoft SharePoint, OneDrive.
- Knowledge and Experience in managing and implementing FortiGate Firewall IPSec, SSL VPN, Firewall Policies.
- Experience in Network domain including Cisco Products, Routing Protocols, Configuration of network devices.
- Knowledge and Experience in managing and implementing Manageable Switches, VLANs, switching, Routing, Routing Protocols BGP.
- Knowledge and Experience CISCO Meraki.
- Working knowledge in Linux Servers.
- Experience in End Point Protection & Security products.
- Administrative Knowledge on telephony systems such as Avaya
Key Responsibilities:
- Provide first-level technical support via phone, email, chat, remote or in person.
- Log, categorize, and track support tickets using the ITSM/Helpdesk ticketing System and tickets are resolved within SLA.
- Troubleshoot and resolve basic hardware, software, and network issues on Windows/macOS platforms.
- Assist with the setup, configuration, and maintenance of desktops, laptops, printers, and other peripherals.
- Excellent knowledge on MS Windows 10 operating system Installation & Troubleshooting.
- Support MS Office 365 applications, email configuration on PC & Mobile devices.
- Hands-on working Knowledge on active directory operations such as user creations,DNS record updates, DHCP record Updates, directory time and replication health check.
- Escalate unresolved issues to Level 2 or Level 3 support teams as necessary.
- Follow up on open incidents to ensure timely resolution and user satisfaction.
- Maintain documentation of known issues and solutions in the knowledge base.
- Support onboarding and offboarding processes for new and departing users.
- Adhere to IT policies, procedures, and security standards.
- Hands-on troubleshooting knowledge of LAN/WAN issues.
- Knowledge of various Antivirus systems.
- Ability to work with in-house applications & SCCM.
- Pass on any feedback or suggestions by users to the appropriate internal team.
- Identify and suggest possible improvements on procedures.
- Ability to handle management & C-Level users.
Qualifications:
- Bachelor’s or master’s degree in computer science or equivalent qualification
- 4 to 5 years of experience in a helpdesk or technical support role. (Preferably in the Health Care Sector)
- Excellent verbal and written communication skills in English
- Ability to work independently and as part of a team.
- Provide excellent customer service by effectively communicating solutions and maintaining a professional tone
- MCSE / MCP / MCSA / CCNA / ITIL Foundation certification is a plus.
Preferred Tools and Technologies:
- Ticketing systemssuch as ServiceNow, Freshservice, Zendesk, orJira Service Desk.
- Remote support tools like AnyDesk, TeamViewer, or Microsoft Remote Desktop.
- Microsoft Exchange, SharePoint, OneDrive, and Teams support.
- Antivirus and endpoint protection tools (e.g., Symantec, Bitdefender, CrowdStrike).
Work Conditions:
- Full-time position for the Dubai Location
- May require on-site visits or rotational shifts depending on SLA requirements.
- A vehicle and a valid driving license.