Senior IT Support Field Engineer - Jobs in United Arab Emirates

Job Description

Our ClientOur partner, one of the biggest telecom company in the middle-east, is looking for a Senior IT Support Field Engineer working on their prestigious projects for a long term contract at various locations across the UAE.Preferably people who are able to relocate to any of the emirates.Your Responsibilities

• This role will provide day-to-day onsite technical support for end user hardware and software issues at educational institutions across the UAE.
• You will be responsible for providing routine, technical support and maintenance for desktops, laptops, peripherals, telecom, and network systems including hardware, application software, operating systems, and connectivity.
• Your responsibilities will include troubleshooting hardware and software issues and document resolution and support as needed in addition to installing, configuring, and updating end-user desktop and laptop software with support as needed. You will also ensure that the Service Desk and or end user is provided with regular progress updates until resolution is confirmed.
• Receipt of user requests / incidents escalated by the ServiceDesk / end user
• Provide L2 support for tickets escalated by Service Desk
• Configure, troubleshoot, and resolve issues related to hardware, operating system, software and application problems, windows desktop, notebooks, printers, and PC peripherals
• Provide support for install/upgrade/de-install/repair activities on customer desktops, laptops
• Provide onsite end-user equipment support (i.e. desktops, screens, scanners, printers, docking stations, classroom, and meeting room equipment, etc)
• Provide onsite office automation software and approved application suite support
• Provide basic Infrastructure and systems administration support by acting as an extension of the backline teams (i.e. Network, Application, System Admin Teams, etc)
• Basic network patch cable changes under the direction of the Infrastructure Team and replacement of faulty network cables using ready-made cables from stock
• Assist in inventory audits through visual checks and updating tracking sheets to be sent to the Asset Management team
• Hardware refresh: support in deinstallation and installations of customer Hardware in scope of this project (desktops, screens, scanners, printers, docking stations, classroom and meeting room equipment, routers, switches etc..), by acting as an extension of the backline teams (i.e. Network, Application, System Admin Teams, etc)
• Support in operating system/software installations by acting as an extension of the backline teams (i.e. Network, Application, System Admin Teams, etc)
• Assist in implementing approved changes onsite by acting as an extension of the backline teams (i.e. Network, Application, System Admin Teams, etc)
• Performing and documenting initial diagnosis of issues followed by formulating and executing a resolution plan
• Meet SLA for work client ticket requests, assess and prioritize incidents while investigating & resolving critical incidents
• Escalate to appropriate next-level resources for incident resolution
• Facilitates progressive internal and external updates
• Take action to mitigate incidents quickly
• Accountable for outstanding customer service to staff and team members
• Develop and maintain effective relationships through effective, timely communication and meets deadlines
• Take initiative and action to respond, resolve and follow up regarding customer service issues with all customers in a timely manner
• Combination of telephonic/remote and desk side support will be provided to gain efficiencies
• Timings: 6 days, 48 hours a week

Your Qualifications

• BSc. degree in a technical field related to Information Technology
• Minimum 6 years in Operating Systems support, end user device troubleshooting & support
• Driving Licence and own transportation MANDATORY
• Fluent Arabic (native language) and English speaker
• Experience with a recognized ITSM tool , preferably Ivanti (Remedy, ManageEngine, ServiceDesk, etc can be considered)
• Experience with various AV technologies
• CCNA or CCNP
• MCSE or MCITP or MCTS
• Comptia A+ or Network+
• ITIL Certified

Halian GroupWith over 20 years of experience, we have come to understand that innovation is the only way to provide agile, practical solutions that transform businesses and careers.Our resourcing and smart services help you to realize tomorrows potential. Discover the amazing things possible when you bring the right people and the right technologies together.#LI-SF1

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About Company

Award-Winning Tech Talent Company. We help businesses make progress, build efficiency and discover new possibilities. Our goal is to support talented individuals to explore, innovate and unleash their potential.Our success has spanned over 20 years. In that time, we’ve come to understand that innovation is the only way to provide agile, practical solutions that transform businesses and careers that fulfil potential, faster.Halians smart services, tech talent and search capability, help you to realise tomorrow’s potential. To discover the amazing things that are possible when you bring the right people and the right technology together.