End User Support Engineer
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Key skills for this role
About the Role
Tanmyah seeks an experienced End User Support Engineer with 5+ years of experience to manage tickets, resolve service requests, and handle incidents using BMC Helix and Active Directory.
Key Skills for This Role
Responsibilities
- Own the full lifecycle of incidents and service requests from creation to resolution
- Ensure all support tickets are resolved within agreed SLA timelines
- Operate as the primary handler for P1, P2, P3, and P4 incidents, executing rapid response and escalation protocols
- Provide seamless technical assistance for hardware, software, network access, and peripheral issues
- Fulfill standard operational service requests, including access provisioning and software deployments
Requirements
- Minimum 5 years of dedicated IT service desk or end user support experience
- Proven hands on experience using BMC Helix for ticketing, routing, and asset tracking is mandatory
- Proficiency in Active Directory for password resets, user creation, group policies, and permissions is mandatory
- Strong expertise in standard incident response frameworks for prioritizing P1 through P4 issues
- Bachelor’s degree in IT, Computer Science, or a related field (or equivalent certifications)
- ITIL v4 Foundation certification is highly preferred
- Excellent troubleshooting, communication, and multi tasking skills under pressure
Full Job Posting
Key Responsibilities
- Ticket Management: Own the full lifecycle of incidents and service requests from creation to resolution.
- SLA Compliance: Ensure all support tickets are resolved within agreed service level agreement (SLA) timelines.
- Incident Response: Operate as the primary handler for P1, P2, P3, and P4 incidents, executing rapid response and escalation protocols.
- Technical Support: Provide seamless technical assistance for hardware, software, network access, and peripheral issues.
- Service Requests: Fulfill standard operational service requests, including access provisioning and software deployments.
Required Technical Skills
- ITSM Tools: Proven, hands on experience using BMC Helix for ticketing, routing, and asset tracking is mandatory.
- Identity Management: Proficiency in Active Directory (AD) for password resets, user creation, group policies, and permissions is mandatory.
- Incident Management: Strong expertise in standard incident response frameworks for prioritizing P1 through P4 issues.
Qualifications & Experience
- Experience: Minimum 5 years of dedicated IT service desk or end user support experience.
- Education: Bachelor’s degree in IT, Computer Science, or a related field (or equivalent certifications).
- Certifications: ITIL v4 Foundation certification is highly preferred.
- Soft Skills: Excellent troubleshooting, communication, and multi tasking skills under pressure.
Pay
- AED5,000.00 AED7,000.00 per hour
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