Overview

The Field Tech should participate in the management and maintaining of voice, desktop & data network system administration services to users and IT department in the areas of voice, desktop and data telecommunications systems as assigned. This includes participating in the planning, installation and maintenance and system management coordination activities to ensure system availability and efficient operating environment and settings. Assists users & operations personnel in the efficient use of assigned systems (Phones, Voice recording modules, Messaging systems, Faxes, System advanced features and office peripherals, applications where applicable) software and in troubleshooting systems\xe2\x80\x99 software and hardware problems. Directly participates and assists in the evaluation of new or amended voice system functions, as assigned. Acts as a single-point-of-contact for all users. Records, diagnoses, solves, queues to 2nd-level and tracks all incidents and service requests in a service management tool.

The candidate must be a UAE National

Work hours/schedule:

• This role is a 5-day work week with shift rotations. The caregiver will receive 2 days off a week, but not always weekends/holidays. There are also on call duties outside of office hours, which will be compensated accordingly.

Responsibilities

Organizational Culture & Compliance

• Adheres to the division\'s policies, procedures and standards while ensuring compliance with applicable regulatory bodies.

Contributes towards an innovative culture of continuous improvement for enhancing operational efficiency and effectiveness. * Participates in meetings and maintains professionalism and confidentiality as per the organization\'s standard code of conduct.

• Completes personal performance evaluation cycle in a timely manner.

General Duties

• On-Site Support: Traveling to M42 asset locations to provide hands-on assistance and technical support to caregivers/contractors.
• Technical Troubleshooting: Diagnosing and resolving technical issues with the end-user devices and their peripherals such as printers, card readers, IPTV, telephones, kiosks, etc., basic clinical/business applications support and Biomed devices.
• Installation and Setup: Installing, configuring, and setting up hardware and software as required.
• Maintenance: Performing routine maintenance, repairs, and updates to ensure optimal performance of end-user devices.
• Customer Interaction: Communicating effectively with customers to understand their needs, provide solutions, and offer guidance.
• Documentation: Maintaining accurate records of service calls, repairs, and support provided. And also maintain the UpToDate inventory and store room management.
• User Training: Providing basic training to end-users on using IT equipment and basic application effectively.
• Quality Assurance: Ensuring the quality of service and adherence to company standards. Manage working with and delivering on strict SLA\xe2\x80\x99s.
• Reporting: Providing regular reports on field activities, issues encountered, and solutions implemented.
• Project Support: Ad hoc support for the project teams and department movements.
• Network Support: Assisting with network-related problems, including connectivity issues, Wi-Fi setup, and basic network configurations.
• Security Compliance: Ensuring that all IT equipment and systems comply with the IT Security policies and guidelines.
• Collaboration: Collaborating with the L2 and L3 tam to escalate and resolve complex technical issues in coordination with managed services

team and other vendors for IT Operations services.

Communication

• Communicates effectively with team members and maintains good interfunctional liaison to ensure smooth implementation of operational activities.
• Communicates applicable regulatory requirements in a timely and clear manner within the division.

Qualifications

Essential:

This role is for UAE Nationals, and candidates must have a family book.

Education

Essential:

• Bachelor\'s degree or diploma with relevant major in IT.

Experience

Essential:

• At least 3 years direct experience with user support in a multi system environment
• DR, clustering and high-availability tools experience

Preferred:

• Experienced with a multi-hospital healthcare organization, multi-vendor, outsourced environment.
• Vendor/Contract Management experience

Certification and Licensure

Preferred:

• ITIL, CCSA, CCNP, MCSE, A+Certification

Job Specific Skills and Abilities

Essential:

• Ability to meet deadlines, prioritize work and handle simultaneous projects at one time.
• Strong analytical and problem-solving skills.
• General knowledge of IT infrastructure and Technology solutions.
• Excellent oral and written communication skills.
• Strong organizational skills.
• Able to work independently yet collaborate cross-functionally in a team environment.

Mubadala Health