IT Remote Support Engineer

Job description:

• We are an IT service and solutions provider based in Abu Dhabi, UAE.
• All our current clients are based in the UAE.
• This is a FULL-TIME WORK FROM HOME POSITION.
• Work timing: IST 10:00 AM to 8:00 PM (UAE 08:30 AM to 06:30 PM) Monday to Saturday. Sunday Holiday. (Only UAE declared public holidays are off.) Are you willing to work on the above-mentioned 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/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.
• Managing & compiling job reports.
• 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.

Job Types: Full-time, Permanent

Pay: Up to ₹45,000.00 per month

Application Question(s):

• IST 10:00 AM to 8:00 PM (UAE 08:30 AM to 06:30 PM) Monday to Saturday. Sunday Holiday. (Only UAE declared public holidays are off.) Are you willing to work on the above-mentioned timings?

Experience:

• Remote IT Technical Support: 4 years (Required)
• Desktop/Laptop Support: 4 years (Required)
• Network support: 3 years (Required)
• Windows server support: 3 years (Required)
• MAC Support: 2 years (Preferred)
• Firewall: 3 years (Preferred)
• Telephone & Email Communication: 4 years (Required)
• email/outlook support: 4 years (Required)
• Help Desk Ticketing System: 2 years (Preferred)

Language:

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