Job Description

Job ID: 5129
Job Title: IT Support Engineer [L1]
Location: Abu Dhabi (Might be required to travel Dubai/ Sharjah based on work needs)
Contract: 1 year and renewable
Experience: 2+ years of experience in IT Support. Industry certification in one or more of the following: MCSE, CCNP, CCSA, CISA, CA, CCSP, ISC, ITIL, etc.
Education: Bachelors Degree
Benefits: Health Insurance
Proficiency in any of the following languages: Arabic, English, Hindi
UAE Driving License
Role Purpose: As an Information Technologies Field Support Engineer on our team, you will perform support of IT operations, support system operations, document issues, and work directly with end-users across one or more CLIENT Healthcare locations.
Who you are:

• You are an IT Support engineer with solid organizational skills, able to track and document interactions.

• You are a professional experienced in providing Tier-1 and Tier-2 troubleshooting and support.

• You are excited by IT systems and looking to grow your skills technically.

• You are a self-starter, ready to research questions and collate data points.

• You are a team player, ready to assist your colleagues and receive help from others.

• You have strong customer service skills, ready with patience and a smile for IT customers.

• You enjoy collaborating in a multicultural and diverse environment that expands to include various geographic locations across the healthcare services landscape from patents to laboratories.

• You have stellar communication skills, effectively expressing yourself you convey and receive information in a clear, credible, and consistent manner.

• Familiar with troubleshooting common productivity tools such as: o Windows OS - Advanced o Mac OS - Advanced o Experience with Active Directory User Management - Intermediate o Exchange / Outlook - Intermediate o Manage Engine, JIRA Service Desk or ServiceNow - Intermediate to Advanced o O365 - Advanced o SCCM - Intermediate o BitLocker - Intermediate

• Install, test, and configure new workstations, peripheral equipment, and software.

• Diagnosing and resolving technical issues with the end-user devices and their peripherals such as printers, card readers, scanners... etc., basic clinical/business applications support, radiology, Lab equipment's and Biomed devices

• Installing, configuring, and setting up hardware and software as when required

• Maintaining accurate records of service calls, repairs, and support provided.

• Maintain Up-to-date inventory and storeroom management.

• Ad hoc support for the project teams and department movements

• Assisting with network-related problems, including connectivity issues, Wi-Fi setup, and basic network configurations

• Ensuring that all IT equipment and systems comply with the IT Security policies and guidelines.

• Audio & Video support & Office 365 Support

• Experience with Citrix environment.

• Collaborating with the L2 and L3 tam to escalate and resolve complex technical issues.

• Experience with IT ticketing systems.

• Experience with troubleshooting physical hardware: laptops, cellular devices, printers, Structured Cabling.

• Experience in Mac OS and Windows is essential, familiarity with common software issues with Mac OS and Windows operating systems.

• Capable of researching technical issues using external resources, i.e. support forums, vendor documentation.

• Proficiency in written and spoken English.

• 2-5 years' experience working for complex and fast paced organization.

• Exceptional customer service skills and well experienced in customer interaction - able to translate issues and requests.

• Experience with Manage Engine Workflow Set Up, Config and Maintenance

• Experience maintaining Windows servers and systems.

• Experience troubleshooting secure printing.

• Proficiency in any of the following languages: Arabic, English, Hindi

• UAE Driving License

• A minimum of a bachelor's degree (or equivalent) and a strong interest in IT metrics and operations.

• Minimum of 2 years professional experience in IT Support.

• The incumbent must have an in-depth understanding of IT governance frameworks, strong knowledge of IT best practices and protocols, operational risk management, and in-depth knowledge and expertise of CLIENT's operations, including IT practices. Specific expertise should include:

• IT Management practices and protocols, including in-depth knowledge of international IT standards.

• Solid knowledge of IT and Operations Audit methodology

• A practical and proactive problem-solver who possesses strong business acumen and is confident, mature, and calm.

• Excellent time management skills with the ability to prioritize and multitask and work under shifting deadlines in a fast-paced environment.

• Ability to work independently and in a team environment with both the local and global Compliance and Legal teams and the information security teams.

• Excellent written and verbal communication skills.

• Ready to work across the week in different shifts and locations.

• Bachelors or master's degree in IT, (or Equivalent)

• Industry certification in one or more of the following: MCSE, CCNP, CCSA, CISA, CA, CCSP, ISC, ITIL, etc.