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:
1. 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.
2. Hardware and Software Assistance:
· Install, configure, and upgrade computer hardware, software, and peripherals.
· Assist users with software applications, ensuring proper installation and usability.
3. 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.
4. 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.
5. 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.
6. 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.
7. Network and Connectivity:
· Troubleshoot network connectivity problems, including wired and wireless networks.
· Assist users with internet connectivity, VPN, and intranet access issues.
8. 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.
9. 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.
10. 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.
