Job Description

Role Title: VIP IT Support Engineer (supporting C-Suite Level Executives)

Role Type: •Outsourced, Full Time, On-Site•

Work location: Dubai, UAE

•Contract Duration: 6 months (extendable)•

Language requirements: •Bilingual (English and Arabic)•

Highly skilled tech professional capable of resolving VIP technical issues while ensuring a premium experience. You will serve as the essential support behind the scenes, addressing printer malfunctions, resolving Wi-Fi problems, and guaranteeing our client's Executives remain consistently connected and productive.

While your technical expertise is crucial, this role also demands strong people skills. We require a proficient problem-solver who can articulate complex concepts clearly and concisely and manage tense situations with composure and professionalism.

Degree in a relevant subject or equivalent experience

ITIL Foundation v3

At least two relevant industry recognised certifications (E.g. Microsoft, AWS, Cisco)

Demonstrated experience of providing technical support within an enterprise level organization, preferably supporting VIP users

Experience in Office 365 (essential), Exchange Admin, Active Directory, and SCCM

Experience in use of ITSM systems (ServiceNow highly desirable)

Minimum of 8 years' experience working within multiple technology domains (Service Desk/EUC/Desktop/Systems/Networks)

Minimum 10 years' experience in a high-volume, customer facing environment

Key Responsibilities and Accountabilities:-

Providing remote and onsite VIP support for key business stakeholders

Handling of escalations

Delivering against IT processes including Incident, Request, Change, Problem and Knowledge Management

Manage escalations with respective technology and telecommunication vendors effectively to drive complex/unsolved problems to resolution

Ensure IT Operations team compliance to policies, processes and procedures at all times

Provide prompt solution-based support, prioritising tasks through the day

Data entry into ITSM system for reference or further escalation if required

Responsible for maintaining and supporting all end user devices (e.g., workstations, mobile and multi-functional devices)

Ensure that the SOE for end-user devices are regularly reviewed, upgraded and maintained to meet functional and security requirements

Maintain office technology, including AV and videoconferencing facilities

Responding to and resolving incidents and service requests

Acting as an escalation point for key issues

Responsible for the development of processes, documentation and knowledge management for End User Computing (EUC)

Delivering required tasks for IT and business projects

Driving continuous improvements across the EUC environment

Maintaining a stable and secure EUC environment

Other requirements:

A desire (and ability to) solve problems and challenges

Great communications skills when dealing with non-technical stakeholders, founded in being a good listener

Advanced understanding of support tools, techniques and how technology is used to provide services

Advanced diagnosis skills of technical issues related of end-user hardware & software and network devices

Advanced understanding of operating systems, business applications, printing systems and network systems

Knowledge of OS - mainly Microsoft & Apple

Knowledge of TCP/IP networking, SOE imaging, remote OS and software installation and deployment

Hands on experience of working with and maintaining network and server infrastructure

Hands on experience working with and maintaining Microsoft 365 Platform

Demonstrated experience in Mobile Device Management (MDM)

Understanding of cloud-based, backup and disaster recovery systems

A desire to deliver an amazing customer experience

The ability to keep up with & adapt to the fast-paced IT world

Demonstrated experience as an EUC/Desktop Engineer

Experience providing EUC/Desktop support

Excellent technical experience

Demonstrated analytical and problem-solving skills

Strong customer service focus and quality control skills

Highly developed time management skills

The ability to work in a fast-paced environment

Personal Characteristics and Required Background

Excellent verbal and written communication skills - you're not afraid to engage in conversation

Ability to adapt communication techniques to suit the needs of different individuals

Professional presentation skills

Demonstrated experience of providing technical support within an enterprise level organization, preferably supporting VIP users

Experience in Office 365 (essential), Exchange Admin, Active Directory, and SCCM

Experience in use of ITSM systems (ServiceNow highly desirable)

Job Types: Full-time, Contract
Contract length: 6 months

Pay: AED8,000.00 - AED10,000.00 per month

Application Deadline: 21/07/2024