The Elite Cars · Dubai, United Arab Emirates
About the job
The IT Support Specialist & Helpdesk role is responsible for providing technical assistance and support related to computer systems, hardware, software, and network issues. This position involves diagnosing and troubleshooting problems, educating end-users, and ensuring efficient IT operations. The IT Support Specialist & Helpdesk serves as the first point of contact for IT-related inquiries and plays a crucial role in delivering excellent customer service to internal users.
Duties and Responsibilities:
Technical Support:
- Provide first-level technical support to end-users, addressing hardware, software, and network-related issues.
- Troubleshoot and resolve IT problems via phone, email, or in-person, ensuring timely and accurate solutions.
Hardware and Software Assistance:
- Install, configure, and upgrade computer hardware, software, and peripherals.
- Assist users with software applications, ensuring proper installation and usability.
User Education:
- Educate end-users on basic computer usage, software functionality, and best practices.
- Provide guidance on IT policies, security awareness, and data protection practices.
Helpdesk Management:
- Log, track, and prioritize support requests using a helpdesk ticketing system.
- Escalate unresolved issues to appropriate IT staff or vendors, ensuring timely resolution.
Remote Support:
- Provide remote support to off-site and remote employees, troubleshooting issues via remote desktop tools.
- Assist users with VPN, email, and other remote access technologies.
Hardware Maintenance:
- Perform basic hardware repairs and upgrades, coordinating with vendors for more complex repairs.
- Conduct regular maintenance tasks, such as cleaning computer components and checking for hardware issues.
Network and Connectivity:
- Troubleshoot network connectivity problems, including wired and wireless networks.
- Assist users with internet connectivity, VPN, and intranet access issues.
Documentation and Knowledge Base:
- Document support procedures, technical solutions, and common issues for internal knowledge base.
- Contribute to the creation of user guides and FAQs to enhance user self-help resources.
Security Awareness:
- Raise awareness about security threats, phishing attempts, and best practices for data protection.
- Assist in implementing security policies and protocols to safeguard IT assets.
Collaboration and Communication:
- Collaborate with IT teams and external vendors to resolve complex technical issues.
- Communicate technical information effectively to non-technical users.
Qualifications:
- Bachelor’s degree in Computer Science, Information Technology, or related field. Associate’s degree or relevant certifications may be accepted.
- +5 years of experience in IT support roles, preferably in a helpdesk or technical support capacity.
- Technical certifications: ITILV4,CCNA is a plus.
- Proficiency in operating systems (Windows, macOS), office productivity software, and common business applications.
- Strong problem-solving skills and patience when dealing with end-users.
- Excellent communication and interpersonal skills, with a focus on customer service.
- Ability to prioritize and manage multiple tasks in a fast-paced environment.
- Basic understanding of network protocols, hardware components, and troubleshooting methodologies.
