Al Suwaidi Computer Looking for Remote – IT Support Engineer at India Full Time

Roles and Responsibilities Technical Support: Provide first-line technical support to end-users, addressing hardware, software, and network-related issues. Troubleshoot and diagnose problems reported by users, utilizing remote assistance tools when necessary. Issue Resolution: Resolve technical issues promptly, ensuring minimal downtime and disruption to end-users. Document all reported incidents and service requests, maintaining a detailed record of actions taken. Customer Service: Deliver exceptional customer service by effectively communicating with end-users and ensuring their needs are met. Manage user expectations and follow up to ensure satisfaction after issue resolution. Software and Hardware: Install, configure, and maintain software applications and operating systems on end-user devices. Perform hardware upgrades, replacements, and repairs as needed. User Training: Assist in providing training to end-users on IT systems, software applications, and… best practices to optimize their productivity. IT Documentation: Maintain accurate documentation of IT assets, configurations, and procedures. Contribute to knowledge base articles and FAQs to aid end-users in self-help. Collaboration: Collaborate with other IT teams and specialists to escalate and resolve complex issues. Communicate effectively with vendors and service providers to coordinate repairs or procure necessary equipment. Security: Enforce IT security policies and protocols, ensuring the confidentiality and integrity of data. Assist in malware detection and removal, as well as data backup and recovery. Continuous Improvement: Identify opportunities for process improvement within the service desk to enhance efficiency and user satisfaction. Stay updated on emerging IT trends and technologies to provide proactive solutions. Administer storage / SAN and security management in various storage technologies (e.g. NAS/ DAS & SAN). Manage and maintain network equipment including switches & routers. Perform network analysis and trouble-shooting using network issues. Oversee and manage the IT Infrastructure such as providing desktop, server, network administrative and support to local and overseas offices Liaise with external vendors to troubleshoot problems in relation to IT infrastructure. Troubleshoot and resolve hardware, connection, printer and software issues reported to the Service Desk Troubleshoot and resolve all problems encountered with hardware and software. Ensure customer satisfaction of local clients, in terms of technical issues and matters. Knowledge Skills & Experience – Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent work experience). – A Minimum of 3 years hands-on experience with IT Support Functions. – Proven experience in providing technical support in a service desk or helpdesk environment. – Strong knowledge of operating systems (Windows, macOS, Linux), hardware components, and software applications. – Excellent problem-solving and troubleshooting skills. – Proficient in English and Hindi Language. – Exceptional customer service and communication skills. – Familiarity with IT service management (ITSM) tools and ticketing systems. – Basic understanding of IT security principles and best practices. – Ability to work under pressure and meet service level agreements (SLAs). IT certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or similar, are a plus,

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