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End User Support Engineer

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  • Full Time
  • Dubai

Website Kpmv

End User Support Engineer Jobs in Dubai

 

Looking for : End User Support Engineer
Location : Dubai, UAE – Email resume to dsouza@kpmv.ae and mention the job title in the subject line.
Job Purpose: End User Support Engineer (EUSS) reports to Support Services Manager and is responsible for ensuring optimum operation of EUCs and peripherals within Moro and Supported Clients. Purpose of this role is to provide support for end users for their Hardware, such as, Desktop/Laptops, Printers/Scanners, Multimedia devices, Wifi, Mobile Devices; and for their software, such as, Windows OS, Office, MAC OS and all other standard applications which are in use by Moro or Moro’s clients. The End User Support Engineer will execute processes and procedures as outlined by Technology Management and where fit, and will make suggestions to update these procedures when needed.
Job Description:
-Establishing centralized IT help desk with 1st level support
-Log all internal customer calls related to Information Technology
-Providing the an online portal to log , track and update the incident tickets
-Providing the telephonic support to the users
-Maintaining SLA and escalating as needed
-Generating periodic IT support analysis reports for management reviews
-Incident Management
– Managing the technical incidents
– SLA Management
– OLA Management
-Problem Management
Crisis Management
-Escalation and tracking of incidents
-End user compute (EUC) support
-Updating the EUC environments
-Providing onsite and remote 2nd level support as per SLA
-Fixing problems with EUC environments
-Storing , dispatching, replacing the EUC peripherals , spare parts and IT components
-Supporting , troubleshooting and fixing problems for :
-PCs , Laptops. Tablets
-Printers, Scanners, card readers,
-Remote offices end users environments
-IP Telephony & video conferencing
-Copper & fiber cables
-Network Access Controls (NAC)
-Corporate and guest WIFI, ADSL modems and links
-EUC application clients
-EUC Operating systems
-Imaging the EUC environments for all different models of devices
-Provisioning the EUC devices for new joiners and movers
-Retaining , storing and preserving the IT assets from leavers
-Maintaining EUC hardware and software inventory

Qualification and Experience:
Minimum Qualifications:
-Expatriates: Diploma /Degree with Computer knowledge, Certification and Experience of Computer Systems and Networks, Data Communications or equivalent work experience required.
-UAE Nationals: Diploma / Degree with Computer knowledge, Certification and Experience of Computer Systems and Networks, Data Communications or equivalent work experience required.
Minimum Experience:
-Expatriates: Minimum 5 years experience as End User Computing Support or/in similar role.
-UAE Nationals: Minimum 5 years experience as End User Computing Support or/in similar role.
Language Fluency:
-English Fluent.
-Arabic preferred / Optional

 

 

To apply for this job email your details to dsouza@kpmv.ae