Job Description

Every employee at Al Rostamani Group plays a role in making a real difference to the business and our customers. We care for our employees by offering them meaningful and purposeful work and an opportunity to grow, learn, contribute and succeed. Today, the Al Rostamani Group has come a long way since its birth in 1957. Our group has grown steadfastly with the guiding principles of Commitment, Care & Vision, alongside a strong sense of active involvement in the community. We are a well-diversified group, with a key presence in industries such as General Trading, Automobiles and Heavy Equipment, Travel, Foreign Exchange, Financial Services, Property Management, Construction, Infrastructure Development and Information Technology Services. Our Group employs approximately 2000 people from 41 different nationalities, which contributes to our multicultural and multi-national environment.


Al Rostamani International Exchange is a leader in providing currency exchange and international remittance services in the UAE. It is an ISO 9001:2000 certified company having a wide range of products and services catering to all income groups for both nationals and expatriates.


Job Purpose
---------------



The main responsibility of IT Support Engineer is to be the second level of support for end-users; providing remote/onsite resolutions, new installations and inquiries.


Job Responsibilities
------------------------



Second Level Support


• Invest, analyse and resolve incidents/service requests, logged as tickets assigned to Desktop Team, escalated from the first level (Helpdesk)






Problem Management


• Identify possible Problems and escalate to the appropriate team (is it the same as one of the IT support helpdesk engineers duties)






Desktop Team Scope Include


• Provide support to ARIE users in the following areas: Desktops, Laptops, Printers and peripherals
• Software Installation and Configuration
• Orienting end-users with basic usage of IT assets and services, including basic maintenance.
• Support ARIE-IT Projects / Demands delivery (define the role inside)
• Comply with IT policies and procedures
Job Requirements
--------------------


Qualifications


• Bachelor Degree in any field, with Computer related certificates






Experience


• 1 - 3 year experience with Technical support (onsite and remote)






Knowledge & Skills


• Good technical knowledge and familiarity with IT Infrastructure;
• Solid experience with Hardware (Laptops, Desktops, Printers, Scanners and other peripherals);
• Excellent English communication; able to express thoughts between normal language and technical language
• Positive and Proactive attitude
• Team player
• Committed and Hardworking
• move to key accountabilities Competent with troubleshooting and resolving incidents/requests
• Capable of providing workarounds when resolution is not readily available
• Active Directory, Microsoft Exchange, Manage Engine Products will be an added advantage
• ITIL awareness/certification is a plus


At Al Rostamani Group, we seek talented people who work hard to achieve great things. We consider not only your skills and experience, but also your passion for the role, your desire to learn and how well you align with our core values of care, commitment and vision. If this position represents an opportunity you wish to pursue, we invite you to apply.