BlackStone eIT is looking for a proactive and skilled IT Technical Support professional to join our dedicated team. In this role, you will provide comprehensive technical assistance to our clients and internal teams, ensuring smooth and effective operation of our IT systems and services.
Responsibilities
- Serve as the second level of support for end-user issues, escalating complex problems to Level 3 support when necessary
- Troubleshoot functional and technical issues in the configured processes and coordinate with product support for Level 3 issues
- Maintain a log of reported issues and resolutions to update the knowledge management and FAQ database
- Provide monthly reports on the issues reported and resolved
- Ensure compliance with the standard software policy and handle non-standard software requests after thorough analysis and security verification
- Support users in day-to-day activities and liaise with users to understand and log identified business transactions in the system
- Provide support for all end user/customer systems including; printers, PCs, Mobile devices, IoT, phones, etc
- Perform routine maintenance on assets and maintain related asset registry
- Deliver services and support within SLA and customer satisfaction targets
Requirements
- Bachelor's degree in Computer Science or related field with at least 6 years of related experience
- Required Certifications: A+, M365 Certification, Network+
- Preferred Certifications: Microsoft Technology Associate (MTA), Avaya, CCNA,
- Proven experience as a Level 2 Support Technician or similar role
- Strong knowledge of computer systems, hardware, and software
- Excellent problem-solving and communication skills
- Ability to document solutions and provide training to users
- Familiarity with helpdesk software and remote troubleshooting
Benefits
- Paid Time Off
- UAE Benefits
- Performance Bonus
- Training & Development
