Information Technology Support Engineer

Work Location : Dubai, UAE

Essential Job Functions

• Record details of issues raised in the helpdesk call logging application, update users on progress and ensure user satisfaction on issue closure
• Resolve issues by accurately following technical procedures
• Install, maintain and diagnose problems with PC software, hardware and related peripherals within the Pentair Standard Operating Environment
• Follow Change control practices following Company's standard process.
• Identify problems and work with IT team members to resolve root causes.
• Ensure security patching is administered in accordance with global compliance levels
• Monitor systems and identify critical issues.
• Appropriately communicate and escalate issues to functional experts and/or vendors
• Write technical instructions for new support processes and update existing documents
• Undertake administrative tasks including, but not limited to, user authentication systems, hardware inventory, security patch and SOE compliance levels.
• Participation in, and where required the coordination of, IT Infrastructure projects.
• Perform duties in accordance with the requirements of business agreed Service Levels
• Engage in projects as and when required

Education

Experience

• Experience in a customer service role is advantageous
• Experience working with computers or other technology desirable
• Experience in IT support or customer service roles in an MNC is mandatory.
• Proficient technical skills on

Windows 10, 11, Microsoft 365 suite

• .
• Basic
• networking skills on Cisco routers, switches
• .
• Basic
• Windows server
• management skills.
• Experience with

Active Directory

• Technology related skills
• Proficient in Providing
• on-site and remote support
• , including assistance to senior stakeholders (VIP/C-level).
• Knowledge of handling

Jira

Desired Characteristics

• Strong customer service focus with excellent communication and listening skills
• Good problem-solving skills
• Ability to multi-task, priorities, and work under pressure
• Ability to work as part of a team
• Ability to learn business processes and priorities
• Ability to use a methodical approach and good attention to detail to ensure procedures are accurately followed
• Work flexible hours when occasionally required
• Commitment to undertake workplace, on the job training and self-development
• Ability to work with people across all levels of the organization to achieve outcomes that support the goals of projects
• Can work autonomously with direct management in different location.