Job Purpose

To act as a central point for Etisalat employees to request assistance on various Information Technology issues and to aim fixing them and restore normal operations as soon as possible

Report To Position Name

ENSURE EFFECTIVE CUSTOMER SUPPORT IN THE AREA OF INFORMATION TECHNOLOGY BY RECEIVING CALLS, MAILS AND REQUESTS.  RECORD AND TRACK INTERACTIONS AND INCIDENTS.  KEEP THE CUSTOMER ALWAYS UPDATED ABOUT THE REQUEST STATUS AND PROGRESS.  MAKE INITIAL ASSESSMENT FOR ALL REQUESTS, ATTEMPT TO RESOLVE THEM OR ESCALATE TO SECOND OR THIRD LINE OF SUPPORT.  INDENTIFY PROBLEMS AND MONITOR ESCALATION PROCEDURE RELATIVE TO APPROPRIATE SLA.  ENSURE THE CONFIDENTIALITY, INTEGRITY AND AVAILABILITY OF ETISALAT SYSTEM AND DATA SECURITY, INCLUDING USER ACCESS TO COMPUTER  CONTRIBUTE SHORT TECHNICAL ARTICLES TO ETISALAT ONLINE KNOWLEDGE BASE.  RESPOND WITHIN AGREED TIME LIMITS TO CALL-OUTS OUTSIDE WORKING HOURS

QUALIFICATIONS_ESSENTIAL

Essential University degree in Computer Science / Engineering. Excellent Computer skills. Excellent in Arabic & English (Reading, Writing & Oral). Excellent communication and customer service skills Desirable

QUALIFICATIONS_DESIRABLE

N/A

EXPERIENCE_ESSENTIAL

Essential Minimum 1 to 2 years’ experience. Experience in managing Microsoft IT based operations.

EXPERIENCE_DESIRABLE

N/A

CERTIFICATIONS_ESSENTIAL

At least certified in two courses Microsoft Certified Professional (MCP). Attend the Microsoft Certified Systems Engineer (MCSE) track. Information Technology Infrastructure Library (ITIL) Awareness. Attend Cisco Certified Network Associate CCNA course.