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Friday, August 26, 2011

IT Support Engineer for Government Sector in Dubai

Dear Brothers,
The following is a breif job description. Interested brothers send your CV's to sfarukh@gmail.com

Desktop & Server Support Engineer.

Main Duties         
•    Taking ownership of technical issues, and working with our Development group to resolve more advanced issues when necessary-         
•    Resolving escalated customer complaints without the need for team lead intervention-         
•    Documenting troubleshooting and problem resolution steps-         
•    Provide technical support to clients by answering telephone calls and replying to emails in line with departmental measures, with a focus on high quality, accuracy and customer satisfaction-         
•    Document and record all activity and communication with customers over telephone and email according to departmental standards of quality-         
•    Meet or exceed departmental goals for Case Management, Phone and Email response times, and Customer Satisfaction-         
•    Analyse and clarify customer queries though troubleshooting and researching existing knowledgebase articles/known issues-         
•    Review cases for technical complexity and make recommendations to team members with regards escalation
Experience and skills       
•    A bachelor degree in computer science/engineering or equivalent work experience-         
•    Installation, configuration and troubleshooting of Windows Desktop and Server operating systems-         
•    Strong support and/or administration experience for enterprise software solutions-         
•    System administration/support experience in Windows platform 2000/2003/XP/Win7-       
•    Solid understanding of windows networking and Active Directory-         
•    Knowledge of DNS, TCP/IP and other networking concept-         
•    Handling customer cases via email systems-         
•    Configuration and troubleshooting Mail based systems and general networking-         
•    Have troubleshooting and customer-handling skills. Show excellent communication skills (both verbal and written)
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