ROLE PROFILE JOB DESCRIPTION Job Title : IT Technical Support Engineer Reporting to : Technical Support Supervisor Department Division : AQPM Location: AUH : Information Technology 1. The IT Technical Support Engineer will be responsible for providing technical assistance and support to users and clients experiencing IT-related issues. This role involves diagnosing and resolving technical problems, implementing solutions, and maintaining IT systems to ensure smooth operations. 2. Dimensions: (to be filled in as applicable) Other: Budget (AED-4,500/month): No. of Direct Reports: Nil 3. Principal Accountabilities: 1. User Support: • 2. Respond to user inquiries and issues via phone, email, or in-person, providing prompt and courteous assistance. • Diagnose and troubleshoot hardware, software, network, and system issues to identify root causes. • Guide users through step-by-step solutions, explaining technical concepts in a user-friendly manner. Issue Resolution: • 3. Perform remote or on-site technical support to resolve hardware and software problems, including installation, configuration, and upgrades. • Escalate complex technical issues to appropriate teams or higher-level support if necessary. • Document and track issues, resolutions, and troubleshooting steps for future reference. System Maintenance: • 4. Perform routine maintenance tasks such as software updates, patches, and security checks to ensure system reliability. • Monitor network and system performance to identify potential issues and take proactive steps to prevent downtime. Hardware and Software Management: • • 5. Assist in the procurement, installation, and setup of hardware, software, and peripherals. Coordinate with vendors and suppliers for hardware repairs and replacements under warranty. User Training: • • 6. Conduct training sessions for users on basic IT functions, software usage, and best practices for IT security. Create and maintain user-friendly guides and documentation for common issues and procedures. Collaboration: • • Collaborate with other IT teams, such as network administrators and systems engineers, to address complex technical challenges. Share insights and knowledge with team members to improve overall technical support efficiency. 4. 5. Key Performance Indicators: 1. Effective use of Service Desk to deliver IT services. (Target: 100% compliance and accuracy) 2. Resolution of Service Tickets within SLA on 98% of cases. 3. 4. Proactive communication and follow up with IT and Business. (Target: 100% compliance) Ensuring all IT Services areas, offices and service rooms are maintained to the highest standards. (Target: 100% compliance) 5. Vendor coordination and proactive issues resolution. (Target 100% compliance and accuracy) Knowledge Skills and Experience: ➢ First line support knowledge of Windows environment, Apple IOS, Office 365, Server basics and basic infrastructure knowledge to include laptops, desktops, printers, telephones, network, etc. ➢ Good knowledge of Network Infrastructure such as switch, Wi-Fi access points gained through formal training or work experience. ➢ Good knowledge in PA system, Access Control System, Audio Video Systems, Telephony systems. ➢ Ability to work in different IT operating environment. ➢ Attention to details and concern for quality. ➢ 2 – 3 years of experience in a similar environment. 6. 7. Key Competencies: 1. Achievement Drive 2. Analytical Thinking Level 3 Level 2 3. Confidence Level 3 4. Developing Potential Level 4 5. Driving Performance 6. Empathy Level 3 Level 2 7. Flexibility Level 3 8. Serving Customers Level 4 Qualifications: 1. Bachelor’s degree in information technology, Computer Science, or related field (or equivalent experience). 2. Proven experience in technical support, help desk, or similar roles. 3. Proficiency in operating systems (Windows, macOS, Linux), hardware components, and software applications. 4. Strong problem-solving skills and ability to diagnose and resolve technical issues. 5. Excellent communication skills, both verbal and written, with the ability to convey technical information to non-technical users. 6. Customer-focused attitude with a dedication to providing exceptional user support. 7. Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional, Cisco CCNA) are a plus. Prepared By: Yatin Pradhan Accepted by: Date: August 17, 2023 Date: Incumbent’s Signature Receiver’s Signature Date: Date:
