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: * 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.

• Provides technical assistance, support, and troubleshooting in the resolution of system communications failures and conflicts.
• Provides general and in-depth guidance, assistance, and support to users on diverse software/applications and operating systems as requested.
• maintains a high standard of customer service in dealing with and responding to questions.
• Performs routine, day-to-day hardware and software maintenance as assigned and assists in the utilization of systems.
• Work on the orders until completion or escalate to senior technical support.
• Restore and configure the mass number of PCs via the Image backup solutions created by the senior technical support.
• Follow-up and fully document individual cases via helpdesk software.
• Provide Technical support to users\' PCs/Devices that may require access to critical/confidential data.
• Provide technical support on IT equipment during events, seminars, workshops, and video conferences
• Resolve users\' technical issues assigned through the helpdesk.
• Perform miscellaneous job-related duties as assigned.

KNOWLEDGE & SKILLS: * Computing Studies

• Information Systems
• Other skills that are relevant to this role and sometimes asked for in an Application Support job description are below:
• knowledge of an organization\'s computing systems
• Verbal and written communication skills in both languages, English and Arabic.
• Listening ability and patience.
• 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.

Ajman University