Lead Specialist Smart Applications 1
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Key skills for this role
About the Role
Abu Dhabi Accountability Authority seeks a Lead Specialist Smart Applications to ensure operational efficiency by providing effective technical support for software, applications, and systems.
Key Skills for This Role
Responsibilities
- Provide technical support to users for hardware, software, and network issues
- Troubleshoot and resolve reported problems related to systems, networks, email, and hardware
- Escalate complex technical issues to specialized teams
- Perform preventive and on demand maintenance of technical equipment
- Monitor technical assets and replace them as needed
- Install and update software and applications on devices
- Analyze support requests, track recurring issues, and develop solutions
- Provide 24/7 technical support
Requirements
- Bachelor's degree in a related field
- CompTIA certification (preferred)
- Proficiency in Arabic
- Proficiency in English (preferred)
Full Job Posting
Job Overview
- Ensures operational efficiency by providing effective and timely assistance for software, application, and system challenges, addressing technical issues, and performing preventive hardware maintenance.
General Responsibilities
- Prepare annual strategic and operational work plans for the department, including KPIs, projects, initiatives, activities, and risk registers
- Contribute to the preparation, review, and update of regulations and policies related to the organizational unit
- Prepare financial budget and procurement plans for the department and monitor expenditures
- Monitor implementation of strategic and operational projects according to approved work plans
- Follow up on execution of service contracts related to the department's tasks and responsibilities
- Perform any other tasks assigned by leadership within the scope of the department
Minimum Requirements
- Bachelor's degree in a related field
- Master's degree in a related field (preferred)
- CompTIA certification (preferred)
- Proficiency in Arabic
- Proficiency in Arabic and English (preferred)
Operational Responsibilities
- Provide technical support to users (internal or external) regarding technical faults
- Handle reported problems related to systems, networks, email, and hardware
- Refer complex technical issues to specialized technical teams
- Provide technical support for challenges related to software, applications, and systems
- Resolve technical challenges faced by users of systems, software, and applications
- Perform periodic preventive maintenance of technical equipment and devices, as well as on demand maintenance
- Monitor technical assets regularly and replace them when needed or at end of life
- Ensure all offices and facilities are supplied with necessary operational supplies within approved budget
- Install and update software and applications on devices and equipment to ensure sustainability
- Analyze requests/reports received via the technical support platform, track recurring issues, document them, and develop solutions to prevent recurrence
- Provide 24/7 technical support
Technical Competencies
- IT Asset Management: Manage and maintain IT assets including hardware management, audiovisual support, and IT asset inventory
- IT Service Delivery: Deliver IT services including hardware maintenance, software support, software deployment and updates
- IT Governance and Compliance: Apply and maintain IT governance frameworks, policies, and procedures such as ISO 20000
- IT Service Management: Manage IT service operations including help desk management, user support, remote support, and system management
- User Education: Develop and manage user training programs and knowledge base management
Core Competencies
- Commitment: Demonstrate reliability through regular attendance, punctuality, responsiveness, availability, and full participation
- Optimism: Maintain a positive attitude and initiative when facing challenges
- Respect: Treat others with dignity, appreciate diverse perspectives, and maintain professional conduct
- Ethics: Adhere to organizational values, demonstrate honesty, integrity, and transparency
Behavioral Competencies
- Collaboration: Work effectively with others to achieve common goals
- Adaptability: Adapt effectively to new circumstances and respond flexibly to changes
- Analytical Skills: Evaluate complex situations, identify patterns, and develop effective evidence based solutions
- Proactivity: Take initiative, anticipate future challenges or opportunities, and work ahead to address them
Leadership Competencies
- Effective Communication: Express ideas clearly and persuasively, engage in active listening
- Team Building: Build, lead, and maintain high performance teams
- Strategic Thinking: Develop long term vision, allocate resources efficiently, and develop strategies
- Decision Making: Evaluate complex situations, assess risks, and make informed timely decisions
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