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American University of Ras Al Khaimah
هذه الوظيفة مغلقة

User Support

الوصف ومتطلبات الوظيفة

Job Purpose

 

The role of a User Support is to provide immediate solution on issues relating to the University’s technology resources to ensure the institution will operate efficiently. He will be responsible in providing first level of technical assistance to students, faculty, and staff and to other users of the University’s technology resources and ensure adequate support is provided to end-users. 

 

Responsibilities & Accountabilities

 

  1. Assists students, faculty and staff in the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines.
  2. Takes responsibility in the setup and installation of other IT physical resources.
  3. Takes ownership of assigned cases by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service as soon as possible; escalating incidents to other sections where necessary.
  4. Supports issues relating to hardware and software, including Operating Systems (Windows and Mac) and across a range of software applications.
  5. Provides end-users assistance on the use of University printers, copiers and scanners.
  6. Coordinates as necessary with third party service provider for the timely repair of any system under a maintenance agreement warranty.
  7. Accurately records and updates requests assigned through the IT helpdesk system.
  8. Recommends and / or performs upgrades on systems to ensure longevity and currency.
  9. Takes responsibility in performing regular maintenance to all computers and related peripherals owned by the University, especially those that are installed for common use such as in classrooms, labs and Library.
  10. Provides assistance to the Senior User Support in the compilation and maintenance of IT inventory on hardware, software and other properties that belongs to the department including IT supplies and consumables.
  11. Assists in maintaining LAN/WAN records, telephone systems, and all other IT peripherals.
  12. Assists ICT in the configuration of any network and core infrastructure.
  13. Ensures all users are treated efficiently and appropriately.
  14. To be a highly motivated team player with the skills and ability to manage changing priorities.
  15. Other duties as assigned that may arise or assigned by head of IT.

 

Required Knowledge and Skills

 

  • Strong written and verbal communication skills.
  • Ability to work productively with other members and pro­actively take on fair share of work.
  • Must display ability to work independently and exhibit the initiative to actively work on assigned tasks to completion.
  • Professional experience supporting PC and Mac, with support experience for hardware and software problem analysis, diagnostics, and computer imaging; customer support and service; Microsoft and Apple OS & applications; iOS and Android email and calendar configuration support; printer support; network troubleshooting.
  • Good attention to detail and ability to show initiative.
  • Ability to plan and prioritize workload without supervision.
  • Ability to prioritize, manage and perform under pressure to meet SLA’s.
  • Willing to work flexibly and with enthusiasm.

 

Core Competencies

 

  • Good communication and interpersonal skills.
  • Analytical Thinking.
  • Customer Service Orientation.
  • Organizational Commitment.
  • Self-motivated, team worker.
  • Conflict Resolutions Skills
  • Highly innovative.

 

Required Qualifications & Experience

 

  • Bachelor's degree in computer science, Information Technology or any equivalent degree.
  • One (1) years of experience in IT Support role or an equivalent combination of education and/or experience.
  • Preferred certifications – Microsoft MCP/Cisco CCNP or any other technical certification.
  • Working knowledge of Microsoft Windows and MAC client operating systems as well as various software packages.
  • Excellent IT skills and computer literacy.

Verbal communication/ Language skills

  • Required: English, fluent
  • Preferred: Arabic, basic
  • Any other language is an asset

Written communication skills

  • Required: English, fluent
  • Preferred: Arabic