L1 Software Support Site Engineer
IT / Software Development & Related
Posted: 1 year ago
1-3 years
Abu Dhabi - United Arab Emirates (UAE)
IT / Software Development & Related
Work from Office
Full Time
Posted: 1 year ago
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Job Description
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Job Description
- Provide technical support to end-users via phone, email, or chat.
- Act as the first point of contact for end-users, skillfully diagnosing and resolving technical issues via phone, email, or in-person.
- Perform hardware and software installations, ensuring that all systems are configured according to company standards.
- Monitor and manage ticketing systems, prioritizing issues based on urgency and impact to minimize downtime.
- Conduct regular system checks and maintenance tasks to prevent potential issues and ensure optimal performance.
- Document all support interactions and resolutions accurately in the knowledge base for future reference and training.
- Collaborate with L2 support teams and other IT departments to escalate unresolved issues efficiently.
- Provide training and support to end-users on new technology and software, enhancing their productivity.
- Ensure compliance with IT security policies and procedures, protecting company data and assets.
- Assist in inventory management by tracking hardware and software assets and reporting discrepancies.
- Stay updated on the latest technology trends and tools to improve support processes and enhance service delivery.
- Troubleshoot and resolve hardware, software, and network issues.
- Document all support activities and resolutions in a ticketing system.
- Escalate complex issues to appropriate support teams.
- Install and configure software and hardware for end-users.
- Collaborate with other support engineers to identify and implement solutions.
- Train end-users on new technologies and software applications.
- Monitor and maintain computer systems and networks.
- Stay up-to-date with industry trends and technologies.
- Provide excellent customer service and ensure customer satisfaction.
Skills
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