Senior End User Support

Abu Dhabi, United Arab Emirates

https://www.mncjobsgulf.com/company/intertec-softwares

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Job Description

RESPONSIBILITIES (INCLUDES ALL TASKS):
We are seeking a skilled and experienced End User Support and IT Infra support candidate to join our IT infrastructure team. The ideal candidate will possess at least 5 years of hands-on experience supporting end users and troubleshooting IT issues.
Key Responsibilities:

Proficiency in Microsoft Windows server OS and Client OS 11, macOS, and mobile devices (Android/iOS).
Efficient management and maintenance of end-user IT assets, including laptops, PCs, software, printers, scanners, video conferencing devices, attendance systems, and IP telephones.
Experience with ITIL-based service desk ticketing tools, SLAs, and remote support tools, with knowledge of incident management, service requests, problem management, and change requests.
Solid understanding and experience with mail flow in an enterprise environment and Office 365.
Troubleshooting issues related to conferencing software (e.g., MS Teams, WebEx, TeamViewer) and meeting room solutions.
Providing orientation on IT products and technologies used within the organization to new staff.
Knowledge of Active Directory (AD), DNS, DHCP, and Group Policy Object (GPO) management.
Downloading, installing, and configuring software to meet user requirements.
Escalating advanced IT support cases based on priority and ensuring follow-up.
Maintaining IT assets and documentation, including network and user details.
Providing L1+ support and demonstrating good knowledge of server, network and security devices.
Supporting printer management, scanners, biometric systems, and CCTV devices.
Responding to IT support requests via phone, email, and in person.
Familiarity with the configuration and usage of email clients and mobile devices/smartphones.
Serving as an escalation point for all organizational IT issues.
Knowledge of Windows endpoint patching and troubleshooting.
Performing accurate root cause analyses (RCAs) for all reported incidents.
Knowledge of enterprise backup and restoration processes, as well as server, storage, UPS, and rack systems.
Coordinating and following up with vendors and follow-up.
Participating in internal and external audits.

Required Skills and Experience:

A minimum of 5-6 years of experience in End User Support and IT Infra support.

TECHNICAL SKILLS /COMPETENCIES:
MANDATORY
End User Support and IT Infra support
Willingness to work 24/7 support window, on-call after duty hours as needed.
SOFT SKILLS:
MANDATORY

Strong analytical and troubleshooting skills.
Excellent communication, a customer service-oriented approach and documentation skills.
Ability to work independently and as part of a team.

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