indeed
AV & User Support
Mubadala Energy
Abu Dhabi, UAE
Full Time
Mid
Onsite
2 months ago
Operating SystemsMS OfficeLocal Area NetworkWireless ConnectivityHardware DiagnosisPrinting Issues
Free
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Operating SystemsMS OfficeLocal Area Network
About the Role
Mubadala Energy is seeking an AV & User Support specialist to provide end-user support, manage IT assets, and maintain audio-visual and network systems. The role requires diagnosing and resolving hardware, software, and connectivity issues, as well as supporting Cisco UC and video conferencing solutions.
Key Skills for This Role
Operating SystemsMS OfficeLocal Area NetworkWireless ConnectivityHardware DiagnosisPrinting Issues
Responsibilities
- Respond and resolve all assigned calls within prescribed SLA, manage own workload, diagnose and fix end user system issues
- Support for Hikvision software related issues and changes
- Coordinate with vendor for annual maintenance and issues related to access/attendance system
- Manage user accounts on the system
- Install/configure application software
- Manage and support IT assets using Oracle system
- Manage and monitor Cisco UCS servers
- Manage and maintain UC applications and video conferencing solution including Cisco Call Manager, Cisco Unity Connection and IM & Presence
- Support all new IT/AV projects, installation & management
- Day to day support for Cisco IP phone users including dial tone, voicemail, and instant messaging
- Day to day support for video conferencing users including call setup and troubleshooting
- Skype for Business support for all users
Requirements
- Ability to monitor and follow up on all personal computers and servers including hardware and software
- Install, customize and maintain infrastructure systems (LAN, WAN, VPN, Servers)
- Follow and support other teams (SMC, SOC, NOC) to solve different issues related to clients
- Perform other duties or special projects assigned
- Monitor and follow up on IT support tasks raised through help desk
- Coordinate for IT helpdesk tickets and report to IT team and managers
- Manage and support IT assets using Oracle
- Manage and support Symantec endpoint server
- Adding, removing or updating users' accounts information, resetting password using AD and MIM
Full Job Posting
Job Description
- Key Accountabilities
Key Accountabilities
- Responds and resolves all assigned calls within prescribed SLA, manages own workload, diagnoses and fixes the issues of end user systems related to: Operating systems, Internet browsers, MS Office & MS products, Local area network connectivity, Wireless connectivity, First level hardware diagnosis,
- Complies with the service levels pertaining to end user support.
- Maintains the high energy level of self and keeps end user satisfaction by resolving their issues up to expected level.
- Works with third parties to resolve various technical issues.
- Updates call management system, clearly specifies progress and resolution details.
- Resolves problems in accordance with prescribed process & procedures.
- Manage user accounts on the system.
- Install / configure application software.
- Escalate issues to ensure proper sense of urgency / resource allocation.
- Manage requests end to end from request registration, routing, recording/documentation, rejection and un routing.
- Define/analyses client requirements.
- Manage incidents to resolution.
Qualifications
- Ability to monitor and follow up on all personal computers and servers including hardware and software.
- Install, customize and maintenance for infrastructure systems (LAN, WAN, VPN. Servers).
- Follow and support other teams (SMC, SOC. and NOC) to solve different issues related to clients.
- Perform other duties or special projects assigned.
- Monitor and follow up on IT supports tasks raised through help desk.
- Coordinate for IT helpdesk tickets and report to IT team and managers.
- Manage and support IT assets using oracle.
- Manage and support Symantec endpoint server.
- Adding, removing or updating users' accounts information, resetting password using AD and MIM.
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