Job Description

Our client is a leading global law firm operating in over thirty countries. Embracing new trends and harnessing decades of experience, they have earned the place at the forefront of the legal industry. Their partners are recognised as leaders in their field and deals and cases often make headline business news. Our client is seeking to hire a committed individual with proven experience in IT, AV and Multimedia, looking for a new opportunity to take a next step in his or her career within a team at one of the leading and highly regarded international law firms in the UAE. Role purpose

• The IT Helpdesk & Audio Visual Technician is responsible for handling requests and providing operational IT technical support to all customers and ensure the audio visual and media services are working efficiently within the Dubai office.
• The IT Helpdesk & AV Technician will work under the supervision of the IT Director and will work in close contact with all members of the IT team and the Reception Desk.
• The IT Helpdesk & AV Technician is responsible for providing operational first and second line IT and AV technical support to all internal staff and Partners within company.
• The successful candidate will be responsible for logging, troubleshooting and resolving incidents at the first point of contact when possible, or passing incidents to an appropriate team. The successful candidate will be responsible for handling, logging and fulfilling requests within their remit, or passing requests to an appropriate team.

Role and responsibilities

• As an experienced professional, you will assist the IT department in its daily activities including:
• Act as a single point of contact for customers contacting the service desk via phone, email or self-service portal, regarding IT issues and queries. Take responsibility for the resolution of incidents ensuring 1st and 2nd line resolution is achieved, within agreed SLAs.
• Maintain an effective working knowledge of incident resolution across all areas of IT Support in order to maximize customer service and first point of contact call resolution.
• Ensure that incidents and requests are properly logged, assigned, tracked and responded to in a timely manner and according to agreed standards and procedures. Ensure customers and other interested parties are kept informed of progress and that corrective action is taken to avoid or minimize delays.
• Promptly allocate incidents and requests as appropriate.
• Support users with technical ICT issues related to software, hardware and networking on-site or remotely.
• Ensure accurate and timely updates are recorded and maintained in the IT Service Management System.
• Responsible for delivering an efficient and professional audio visual and media service during internal and client events (audio visual equipment in meeting rooms, webinar platforms, video conference calls, etc.)
• Follow-up and find solutions to solve problems quickly for any issue related to ICT or AV
• Prevent maintenance of AV equipment.
• Work in close contact with London AV team to ensure a consistent AV service.
• Configure and deploy new laptops, phones, mobile phones.
• Install new software and hardware.
• Ensure the regular update of applications.
• Order and administer IT equipment.
• Take part to local and global IT projects.
• Ensure all audio visual and media services are delivered to the business in a professional and efficient manner.
• Offer support and assistance to clients via phone and in person.
• Monitor and plan webinar meetings and events.
• Support the team with day-to-day meeting support including testing meeting room systems and webinar platforms prior to client's arrival.
• Setting up and breaking down audio visual and video conference items as per the client's requirements.
• Assist and support the client in the use of fixed and portable audio-visual equipment.
• Running the audio-visual aspect of presentations for high profile meetings.
• Liaising with clients to establish needs and providing support in respect of those needs.
• Assisting in the preventative maintenance schedule for AV equipment.
• Carry out regular scheduled testing of meeting rooms and equipment.
• Work collaboratively with the team and related company departments in line with the service & business requirements.

Key requirements

• High school diploma with IT or technical qualification
• Proven experience in a customer facing role. Proven experience within an IT Support /Service Desk environment
• Proven experience in a customer facing role.
• At least 3 years of experience in a similar role
• Good knowledge in AV and Multimedia (Zoom, Webex, MS teams)
• Professional working proficiency in English and French (oral and written)
• Deep knowledge of Windows 10 and Microsoft Office products (Azure)
• Knowledge in iManage BMC Helix, Aternity, Mobileiron, Kofax Equitrac,, MFP ABM, Cisco technology, GED and in SSCM deployment
• Excellent interpersonal and organizational skills
• High level of customer service
• Clear verbal and communication skills with the ability to explain technical instructions in a non-technical way.
• An enthusiasm and passion for excellent customer service.
• The ability to promote technology within the firm, using business friendly language, and seek out opportunities with tangible business benefits.
• The ability to work on their own initiative, prioritize and manage workload effectively, often under pressure.
• The ability to work in a team environment to achieve service levels as a group and individually.
• The ability to keep up to date with new technologies, systems and solutions.
• The ability to think logically, analyze situations and solve problems.
• The awareness of business-critical incidents and their potential implications for the business.
• The ability to develop good working relationships across the breadth of the IT function and effectively share knowledge between individuals and teams to contribute to overall effectiveness of project and service improvement work.
• A high level of Self-motivation and be a self-starter who will undertake all activities to the highest professional standards.
• A good knowledge of Service Desk operations, to include knowledge of IT best practice, industry trends and customer service.
• An understanding of all technologies used by company, business working practices and an understanding of the core applications.
• Focused on client relationship, team player, pragmatic and results oriented
• Team player, able to set priorities and to work with tight deadlines.
• Good technical knowledge

Job Type: Contract
Contract length: 12 months Ability to commute/relocate:

• Dubai: Reliably commute or planning to relocate before starting work (Required)