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An opportunity has arisen for a Technical Support Analyst to join our TMTX Endpoint Services support team in Dubai which at present consists of two separate offices. The Technical Support Analyst I is a customer centric role responsible for providing technical support to the end-user community and associated enterprise applications, network connectivity, desktop infrastructure (both physical and virtual), operating systems, software, hardware, and peripherals. Responsibilities include handling multiple communication channels for support requests from end users including incoming calls, tickets within the IT Service Management system, instant message, and email to record and resolve reported incidents, service requests, and access requests within agreed service levels. The technician will investigate and respond to all support requests by following documented process and procedures with the goal of restoring or fulfilling endpoint services for end users in the most efficient manner available. The role may include after-hours on-call support.

Key Responsibilities:

• Provide customer service by adhering to the TMTX customer charter.
• Prepares desktops and laptops by imaging devices in preparation for deployment and testing them for proper operation. Ensures Thin Client and Virtual Desktop Infrastructure (VDI) devices interconnect seamlessly with file servers, mail servers, etc. Sets up and configures appropriate hardware and software for new team members as primary analyst.
• Assists with maintaining the functionality and efficiency of computer and user objects in active directory. Configures user access for basic Local Area Network (LAN) services to include setting up email accounts for hired team members and deletion of terminated team members.
• Builds and configures infrastructure underpinning LAN services, as directed under supervision.
• Responds to routine technical issues surrounding desktop/laptop hardware (e.g. replacement of peripheral equipment due to failure), Microsoft Operating Systems, and/or installed software (e.g. basic software corruption), and follows through to appropriate resolution. Delivers replacement equipment, as directed.
• Prepares information on LAN capacity and performance through collection of automated reports and data providing to higher level analyst for reporting.
• Reviews and updates basic and standard departmental documentation, as directed.
• Assists with adherence to technology policies and compliance with all security controls, as directed.
• Ensures that allocated work queues are responded to and actioned in an appropriate timescale seeking support from higher level analysts or managers as needed.
• Assist in system upgrades and maintenance, including, but not limited to, add and/or remove memory, hard drives, video cards and power supplies.
• Update Asset Management systems to reflect user hardware assignments and leverage other systems (AD, Patching System, AV) to audit, reconcile & correct invalid inventory data as directed.
• Maintain asset information for budget and or refresh programs.
• Enter orders into the procurement system and track approvals for updates.
• All other duties as assigned.

Key Requirements:

• Bachelor\'s Degree Relevant Experience or Degree in: Computer Science, Management Information Systems preferred; other degrees considered.
• Typically No Relevant Experience Required. Previous experience in an IT Server, Network, and/or PC Support, or IT customer support environment considered a plus.

TSYS offers structured career development, supported by training that provides the opportunity to learn and develop.

In addition to a competitive salary, you\'ll have access to an excellent benefits package, including:

• Accommodation / transportation allowance
• Private medical insurance for you and your family, non-contributory, in and out patient cover
• 22 days holiday, plus all public holidays
• Flexible working (hybrid model - part from home, part from office)
• Fridays 12pm finish time
• Wellbeing initiatives with access to support services
• Regular social events and charitable initiatives to give back to our community.

To apply for this position, please visit our website www.globalpayments.com/about-us/careers and apply through the online system. All applications will be treated in the strictest confidence.

Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact jobs@globalpay.com.