Technical Support Specialist Required in Dubai - Dubai
Technical Support Specialist Required in Dubai
The Organization:
The University of Sharjah is committed to providing a world-class educational experience that prepares lifelong learners and leaders with integrated knowledge and skills. We are passionate about building a collaborative and sustainable environment that cultivates twenty-first century skills and fosters pioneering research and scholarship. We seek to serve the current and future needs of our local community and beyond by offering innovative academic and professional programs.
Since its foundation in 1997, the University has successfully become one of the top Universities inside the UAE, and has managed to make its mark in the educational and research industry worldwide.
Job Title
Technical Support Specialist
Employment Type
Full-time
Location
Sharjah (HQ)
Objective of the Role
To provide a high quality of IT services and expertise to the University of Sharjah’s community, as well as facilitate and enhance the use of computing equipment and software applications available at the university, in order to ensure that students, faculty and admin staff members are able to carry out their daily academic and administrative tasks effectively
Key Duties & Responsibilities
1. Create and develop the IT services procedures, and suggest improvements when needed in accordance to UoS bylaws and best practices.
2. Provide effective incident and problem resolution (remotely or on location) using relevant tools such as remote access, online support, knowledge base systems, etc. Provide IT support services and respond to user requests and logged incidents in a timely fashion.
3. Evaluate and resolve client computing issues in-person and remotely; correct routine problems by recommending and assisting with minor repairs to equipment and/or entering specialized commands or data into systems. Contact appropriate resources for additional assistance.
4. Maintain software licensing renewals and regular application updates for various applications and software owned and installed by UoS.
5. Manage Desktop Operating System security including security operating system updates, and Antivirus software management.
6. Manage the Active Directory Users and computers, as well as assist in improving and implementing Group policies on the desktops, and ensuring that they comply with the IT Center’s policies and procedures.
7. Log and track calls using the designated system/database, as well as maintain history records and related documentation for future reference.
8. Assist and guide UoS community members in the use of technology, and answer their enquiries related to the use of IT services available at UoS.
9. Develop and deliver short training sessions, manuals, and guidelines to help users access and use UoS’s main applications and online resources when needed.
10. Train, coach and provide technical/practical expertise to new employees in the IT Center’s process to ensure they acknowledge and understand their responsibilities and tasks.
11. Design and implement business continuity and disaster recovery plans for the concerned systems.
12. Keep-up-to-date with new information technology developments and advancements in the market in order to suggest suitable solutions and advancements at the university and serve users better.
Required Skills:
§ Excellent oral and written communication skills and the ability to prepare professional documents, in both Arabic and English.
§ Excellent customer service skills.
§ Demonstrate a good understanding of operating the required software/hardware
§ Able to understand the meaning of common error messages and explain them to users in simple language.
§ Ability to organise and prioritise multiple tasks and produce reports under strict guidelines.
§ Problem solving skills.
§ Attention to detail.
§ Excellent listening and questioning skills, combined with the ability to interact confidently with clients to establish what the problem is and explain the solution.
§ High integrity and openness combined with commitment to good governance.
§ Use technical knowledge to help and assist users overcome any difficulties.
§ Flexibility and ability to function effectively as part of a team.
§ Excellent proficiency in MS office applications.
Qualifications
§ Minimum of bachelor’s degree in Computer Science, Computer Engineering or any related discipline.
§ 6-8 years of UAE experience in similar role preferably in higher education institutions.
§ Priority is to UAE Nationals.
