IT Field Support Engineer

Country UAE City Abu Dhabi Department Information Technology Closing date 17 February 2013

Job Purpose To provide IT technical support to end users for desktops and laptops Responsibilities Resolving all incidents and requests relating to desktop and laptops Installation of hardware (such as PCs, printers, scanners etc) and company accepted software Troubleshoot and resolve problems within agreed service levels and quality measures Escalation of any issue to 3rd line support staff (including vendors) Remote support to end user where applicable Configuration of Desktop and Laptop and connectivity to network (LAN) Build and configure users profiles according to standards set Proactively monitor the Incident and request management queues and update as per the process defined Requirements Qualification & Education: A university degree equivalent to the bachelor’s degree in any of the following subjects Computer Science Information Technology System management Electronics & Communication Should also have the following certificates Certification from Microsoft and CISCO ITIL Certification / MOF (Microsoft Operational Framework) MCSE A+ CCNA Experience: Minimum 3-4 Years’ Experience in the following areas Configuration of system devices - desktops and laptops Hardware installation of Desktops and Laptops Working experience in troubleshooting, remote tools, installation & configuration of operating systems Strong knowledge in various technologies like Citrix and Microsoft Previous experience with Airline applications a must Previous experience in an Airport CUTE/SITA environment Training & Knowledge: Excellent written and verbal communication skills Experience of working in a pressurised environment on a shift rota would be advantageous Has a strong knowledge of Operating Systems Excellent interpersonal and consultative skills and ability to communicate effectively Excellent problem-solving and troubleshooting abilities Excellent time management skills

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