It Support Technician

Role & responsibilities

IT Support

1. Ensure IT support is timely and accurate for customer requests and ensuring it meets its SLA commitments.
2. Lead technical troubleshooting investigations to bring quicker issue resolution for complex problems impacting our customers.
3. Be the focal point for all onsite IT support for all customers.
4. Keep users informed of case progress and close resolved incidents.
5. Follow up with customers to identify areas of improvement.
6. Ensure all IT Service Management processes are managed through an ITSM tool.
7. Research and recommend innovative approaches to streamline onsite IT support

Project Support

1. Provide technical expertise for customer projects and deployments.
2. Support the execution of projects and deployments either onsite or remotely depending on the customer contract.

Reporting and Documentation

1. Produce all required documentation for tasks completed, according to established standards.
2. Document all the configurations related to customer projects and ensure everything is correct and up to date.
3. Prepare user guides for new deployments.

Training and Development

1. Ensure all certifications required for the role (see below) are met within 6 months of joining FutureX.
2. Ensure all certifications are kept valid.
3. Maintain knowledge of all relevant aspects of IT systems administration and expand areas of required speciality knowledge.
4. Increase professional knowledge and awareness by reading and participating in technical events.

Preferred candidate profile

Skills

• Procurement of IT Assets and Vendor Management

Certification

• ITIL Foundation
• MTA: Security Fundamentals
• MTA: Networking Fundamentals
• Microsoft 365 Certified Fundamentals
• Microsoft 365 Certified: Modern Desktop Administrator Associate

Technical Competencies

• Windows 10, Windows Server, Active Directory, SCCM, Microsoft Endpoint Manager, ManageEngine Desktop Central, Office365, Azure AD

OTHER REQUIREMENTS

• Frequent travel to customers offices within the UAE
• Some out-of-hours work