IT Support Engineer Level-3

• Troubleshoot functional and technical issues in configured processes coordinating with product support for Level 3 concerns
  
• Record reported issues and their resolutions to update the knowledge management system and FAQ database
  
• Prepare monthly reports on reported and resolved issues
  
• Ensure compliance with standard software policies and assess nonstandard software requests following thorough analysis and security checks
  
• Assist users in daily activities collaborating to identify and log business transactions within the system
  
• Provide comprehensive support for all enduser systems including printers PCs mobile devices IoT devices and phones
  
• Deliver services and support in line with SLAs and customer satisfaction objectives
  

Requirements

• Bachelors 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 3 Support Technician or similar role
  
• Strong knowledge of computer systems hardware and software
  
• Excellent problemsolving and communication skills
  
• Ability to document solutions and provide training to users
  
• Familiarity with helpdesk software and remote troubleshooting
  

Benefits

• Competitive Salary
  
• Other Employee Benefits as per the UAE Labour Law