Remote Support Engineer - IT - WFH

• This is a full-time work-from-home position.
• We are an IT services and solutions provider based in Abu Dhabi, serving business clients across UAE. We deliver Managed IT Services (AMC), Microsoft 365, cybersecurity, networking, backup solutions, compliance and IT projects.
• Our back office will focus on all our sales, customer service, operations & remote IT support.
• All our current clients are based in UAE.
• Work timing: IST 10:00 AM to 7:00 PM (UAE 08:30 AM to 05:30 PM) Monday to Saturday. Sunday Holiday. (Only UAE declared public holidays are off)

ONLY APPLY IF YOU CAN MEET THE ABOVE TIMINGS.

Responsibilities:

• Monitoring & responding to client's IT support requests on time.
• Monitoring & replying to helpdesk & support emails & inquiries.
• Provide Remote IT technical support to clients computer systems (Desktops/Laptops Win & Mac/Servers/Networks/Email/WiFi/Printer).
• Diagnose software, networking, or hardware issues and fix them remotely.
• Monitor and maintain Windows Servers, Networks, backups, Desktops and Laptops under a support contract using RMM.
• Monitor and maintain Antivirus and Email security under a support contract.
• Coordinating with on-site support team to fix issues and provide top-notch support service to clients.
• Track & Monitor ongoing jobs & support.
• Manage, Maintain, Update & Monitor the HELP-DESK Ticketing system daily with accurate and timely information.
• Preparing BOQ/SOW & reports as required.
• Processing of all jobs with accuracy and timeliness.
• Understand & resolve customer requirements/issues and close tickets within time.
• Maintaining good client relations & ensuring a high level of Client satisfaction.
• Responding to complaints/suggestions from customers and giving after-sales support.
• Increase Company reputation with quality on-time support & services.
• Timely Invoice to the clients in coordination with the sales & finance department.

Required Technical Skills:

• Remote IT Support & Helpdesk experience.
• Strong expertise and hands-on experience in configuring, maintaining & troubleshooting - Desktops and Laptops (Windows and Mac).
• Strong expertise and hands-on experience in configuring, maintaining & troubleshooting - Email Services (outlook).
• Strong expertise and hands-on experience in configuring, maintaining & troubleshooting - Basic networks (DHCP,DNS,TCP/IP).
• Strong expertise and hands-on experience in configuring, maintaining & troubleshooting - Basic Routers.
• Strong expertise and hands-on experience in configuring, maintaining & troubleshooting - Firewalls.
• Strong expertise and hands-on experience in configuring, maintaining & troubleshooting - Windows Servers.
• Strong expertise and hands-on experience in configuring, maintaining & troubleshooting - MS Active Directory.
• Strong expertise and hands-on experience in configuring, maintaining & troubleshooting - NAS devices.
• Strong expertise and hands-on experience in configuring, maintaining & troubleshooting - Backup softwares.

Other Required Skills:

• Good Knowledge of IT Technologies & products.
• Good written & oral command of the English Language is a must.
• Excellent phone & email communication skills.
• The capacity to work well on your own or in a team.
• Ability to manage your time and plan your day effectively.
• Min 3 years of IT Support Experience in a similar job role.
• Demonstrated track record of performance and commitment.
• Cool-tempered and able to handle rejection.
• Good organizational skills.
• Ability to hit deadlines and work under pressure.
• Can easily adapt to new environments.

Pay: ₹30,000.00 - ₹45,000.00 per month

Benefits:

• Work from home

Application Question(s):

• Where are you currently located?

Experience:

• Remote IT Support: 2 years (Required)
• Desktop/Laptop Support: 2 years (Required)
• Basic Network support: 2 years (Required)
• Windows server support: 2 years (Preferred)
• Firewall Support: 2 years (Preferred)
• Telephone & Email Communication: 2 years (Required)
• MS outlook support: 2 years (Preferred)
• Help Desk Ticketing System: 2 years (Preferred)

Language:

• English (Read, Write, Speak) (Required)

Work Location: Remote