Location - Abu Dhabi

Key Responsibilities:

1. User Support & Incident Detection:

- Provide initial support for issues related to desktops, laptops, printers, and mobile devices.

- Use tools like Nexthink to monitor and analyze endpoint performance and user experience.

- Escalate unresolved or complex issues to L2 teams through ServiceNow.

2. Hardware & Software Troubleshooting:

- Assist with troubleshooting for hardware peripherals and connectivity issues.

- Support software installations, updates, and configurations on user devices.

- Use SolarWinds and Dynatrace for endpoint performance and health analysis.

3. Incident Management & Resolution:

- Log all incidents in ServiceNow, categorize by priority, and resolve or escalate as required.

- Track open incidents for timely resolution.

- Keep users informed about status and resolution steps.

4. User Account & Access Management:

- Support user account setup, password resets, and VPN or network access.

- Use Nexthink for endpoint activity and usage analytics.

5. Documentation & User Training:

- Document troubleshooting steps and resolutions for internal knowledge sharing.

- Educate users on best practices for using their devices and common issues.

Required Qualifications:

- Experience: 1-3 years in technical support or helpdesk roles.

- Technical Skills: Basic knowledge of operating systems, productivity tools, and hardware troubleshooting.

- Tools: Experience with monitoring tools like SolarWinds, Dynatrace, Nexthink, and incident platforms like ServiceNow.

- Customer Service & Problem-Solving Skills: Strong customer focus and technical troubleshooting ability.

- Communication: Strong verbal and written communication skills.