IT Support Specialist (UAE Nationals Only)

POSITION SUMMARY:

• Independently provides complex technical support to AU staff members.
• Provide onsite support where required and plays a key role in maintaining and improving the knowledge standards.

MAIN DUTIES:

1. Investigates and resolve software problems on AU computer systems; performs software repairs, maintenance, technical assistance, and support on a wide range of PC-based computers and peripherals.
2. Provides technical assistance, support, and troubleshooting in the resolution of system communications failures and conflicts.
3. Provides general and in-depth guidance, assistance, and support to users on diverse software/applications and operating systems as requested.
4. maintains a high standard of customer service in dealing with and responding to questions.
5. Performs routine, day-to-day hardware and software maintenance as assigned and assists in the utilization of systems.
6. Work on the orders until completion or escalate to senior technical support.
7. Restore and configure the mass number of PCs via the Image backup solutions created by the senior technical support.
8. Follow-up and fully document individual cases via helpdesk software.
9. Provide Technical support to users’ PCs/Devices that may require access to critical/confidential data.
10. Provide technical support on IT equipment during events, seminars, workshops, and video conferences
11. Resolve users’ technical issues assigned through the helpdesk. 
12. Perform miscellaneous job-related duties as assigned.

KNOWLEDGE & SKILLS:

1. Computing Studies
2. Information Systems
3. Other skills that are relevant to this role and sometimes asked for in an Application Support job description are below:
   1. knowledge of an organization’s computing systems
   2. Verbal and written communication skills in both languages, English and Arabic.
   3. Listening ability and patience.
   4. Customer service and relationship management experience

QUALIFICATIONS AND EXPERIENCE:

• Bachelor's degree in Computer field.
• Fresh graduate, preferably with two years of experience in technical/software support.