The role of a Senior User Support is to provide immediate solution on issues relating to the University’s technology resources to ensure the institution will operate efficiently. He will be responsible in providing first level of technical assistance to students, faculty, and staff and to other users of the University’s technology resources and ensure adequate support is provided to end-users. He will also take main responsibility in ensuring the IT department’s physical assets inventory is up to date.
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Senior User SupportAmerican University of Ras Al Khaimah General information about institution The American University of Ras Al Khaimah (AURAK) is an independent co-education institution of Higher Education that provides an integrated American-style, undergraduate and graduate education. All programs are accredited by the Ministry of Education of the UAE; additionally, it is accredited by the U.S. regional accreditation association, the Southern Association of Colleges and Schools Commission on Colleges (SACSCOC). The American model of higher education ensures not only skills in specific academic fields, but also a general education curriculum that exposes students to new ideas and ways of thinking critically about local and global issues. AURAK is a young and rapidly growing university. AURAK is located in Ras Al Khaimah, one of the Northern Emirates and a rapidly growing region. The beauty of Ras Al Khaimah is reflected in its traditions and diverse landscapes — its white sandy beaches, the majestic Hajjar Mountains, the expansive desert and its sands dunes, and the many historical sites. Job Purpose & Responsibilities The role of a Senior User Support is to provide immediate solution on issues relating to the University’s technology resources to ensure the institution will operate efficiently. He will be responsible in providing first level of technical assistance to students, faculty, and staff and to other users of the University’s technology resources and ensure adequate support is provided to end-users. He will also take main responsibility in ensuring the IT department’s physical assets inventory is up to date. Minimum Qualification and EducationEssential:
Bachelor's degree in computer science, Information Technology or any equivalent degree.
Microsoft MCP/Cisco CCNP or any other technical certification.
Desirable:
ITIL
Required Knowledge and Skills
Strong written and verbal communication skills
Ability to work productively with other members and proactively take on fair share of work
Must display ability to work independently and exhibit the initiative to actively work incidents and projects to completion
Professional experience supporting PC and Mac, with support experience for hardware and software problem analysis, diagnostics, and computer imaging; customer support and service; Microsoft and Apple OS & applications; iOS and Android email and calendar configuration support; printer support; network troubleshooting
Good attention to detail and ability to show initiative
Ability to plan and prioritize workload without supervision
Ability to prioritize, manage and perform under pressure to meet SLA’s
Willing to work flexibly and with enthusiasm
Ability to demonstrate practical troubleshooting and problem analysis techniques
Knowledge of Customer Service best practice
Working knowledge of Microsoft Windows and MAC client operating systems as well as various software packages
Excellent IT skills and computer literacy
Good communication and interpersonal skills
Analytical Thinking
Customer Service Orientation
Organizational Commitment
Self-motivated, team worker
Conflict Resolutions Skills
Highly innovative
Work Experience Three (3) years of experience in IT Support role or an equivalent combination of education and/or experience Language proficiency requiredVerbal communication/ Language skills
Required: English, fluent
Preferred: Arabic, basic
Any other language is an asset
Written communication skills
Required: English, fluent
Preferred: Arabic
Competencies
Service Excellence-
Professional Ethics and Integrity-
Problem-solving-
Time Management-
Teamwork-
Reporting line Manager of the Office of Information Technology
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