Website Finesse Direct
Job Details
Job Position – L1 IT Support Technician
Company Name – Finesse Direct
Location: UAE
Locally Available Candidates Only
Education: Bachelor of Engineering or Master of Science in IT, additional certifications in IT support or customer service are a plus. Previous experience in IT support role is preferred. Understanding of computer systems, software, and network connectivity. Experience in Fusion HCM, Banner, Integration, Reporting, Black Board. Ability to diagnose and resolve basic technical issues efficiently.
Key Responsibilities:
· Provide First-Line Support: Answer incoming support requests via phone, email, or helpdesk system and provide immediate assistance for basic technical issues.
· Troubleshoot Basic Problems: Resolve common issues such as password resets, software installations, account unlocks, and connectivity issues.
· Log and Track Issues: Accurately record all user interactions, issues, and resolutions in the ticketing system, ensuring proper documentation.
· Escalate Complex Issues: Identify issues that require more in-depth analysis or specialized knowledge and escalate them to L2 support while providing all relevant information.
· User Guidance: Assist users with navigating IT systems and software applications, providing clear instructions and support.
· Maintain Documentation: Utilize existing knowledge base articles to resolve issues and contribute to the improvement and updating of support documentation.
· Follow-Up: Ensure that users are informed about the status of their issues and follow up on unresolved tickets to ensure timely resolution.
· Adhere to SLAs: Meet established Service Level Agreements (SLAs) for response times and issue resolution.
· Work on L1 for other backend systems: Fusion ERP, Banner ERP, Black Board, SMS, SAP BI, Google Dialog, Informatica, Web Services. L1 would include login issues and reset passwords etc
Email : divya@finessedirect.com
To apply for this job email your details to divya@finessedirect.com