Technician IT Help Desk UAE National Only

Salary Range: 21,000 AED to 22,000 AED Monthly

IT Support

• Provide first level support for all kinds of IT and information security incidents
• Manage all support requests from all channels by logging and routing of all incident and service tickets to appropriate teams within IT.
• Manage the process of effective troubleshooting and provide timely technical assistance to users on resolution of technical Issues and faults.
• Provide on-going support for IP telephony, video conference and other converged media systems.
• Operate, monitor, and prioritise security systems, including CCTV cameras and biometric system within the IT Data Centre.
• Assist guests and visitors visiting GCAA premises with technical support.
• Provide configuration, installation and troubleshooting on all Microsoft products, 3rd party software, account software, HR ID software, Licensing software, e-Archiving software, desktop, laptop, printers, scanners, Cisco IP telephones and other IT peripherals /devices.
• Operate and monitor IT Helpdesk service manager ticketing system tool.
• Operate, troubleshoot, and configure Blackberry enterprise admin application and device support.
• Carry out all infrastructure support for desktop and printing solutions by diagnosis and preventive maintenance.
• Deploy and support antivirus and approved software in client machines.
• Manage the biometric attendance system and hardware for all locations.

User training and system awareness

• Answer users’ inquiries in person, email and via telephone concerning systems operation.
• Train users on use of new software and hardware.
• Help users to fill new e-forms e.g., UAF, RFC and e-Archival etc.
• Hand over new users ID and password with documentation to new employee.

Asset management

• Manage inventory of desktop, laptop, CD, DVD, VOIP phones, Blackberries, printers, scanners, photocopiers, servers, network devices etc.
• Manage disposal of all information on IT systems

Documentation

• Archive IT-related documents on electronic archiving system.
• Update knowledge base on IT systems
• Follow up all IT electronic requests (end to end responsibility).

Reporting

• Ensure that all functional reports are prepared timely and accurately and meet GCAA requirements and quality standards.

Health, Safety and Environment within GCAA

• Ensure compliance with all relevant health, safety, quality and environmental management procedures and controls to guarantee employee safety, legislative compliance, delivery of high-quality products/services and a responsible environmental attitude as per IMS available standards

Other Tasks/ Accountability

• Perform additional tasks relevant to the role / area of expertise as requested by the management to be able to achieve the objectives/commitments.

Knowledge and Experiences:

• Higher Diploma in IT or Information Systems with 0-2 years’ experience in management of IT/IS administration and maintenance