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Job description / Role
IT Support Officer is responsible for the smooth running of computer systems and ensuring that the users get maximum benefits from them.
Key Activities
• Responding to incidents and requests, ensuring they are resolved effectively and efficiently against service level agreements(SLA).
• Address high priority operational/production issues and ensure SLA’s are met.
• Pro-actively provide information to users on the progress of outstanding support calls.
• Responsible for building technical documentation, reports, guidelines, procedures and ensure they are shared with users.
• Talking to clients and computer users to determine the nature of problems.
• Assist customers to solutions, keeping them updated and assured.
• Following diagrams and written instructions to repair a fault or set up a system.
• Troubleshooting system and network problems, diagnosing and solving hardware/software faults.
• Develop and maintain active and progressive working relationships with all members of flydubai.
• Identify additional staff training to ensure that support is given in a consistent manner.
• Provide end user IT support for windows 7/10, Office 2013/2016, Office 365 and mobile
• Provide support for troubleshooting and fixing end user laptop, desktop and mobile issues.
• Provide support for network devices, servers and storage onon-premise, remote and cloud
• Liaise with ITSD and other IT teams in Dubai
Requirements
• Degree/Post-Graduate from IT background. BE/BTech - Computer Engineering
Experience
• Experience of at least 2 years working as IT support, showing experience of systems, support, diagnostic and resolution.
Knowledge / Skills
• Knowledge of Windows 7/10, Office 2013/2016, Office 365, Windows server 2012
• Service desk tools like Remedy, Service now etc.
• Knowledge of routers and switches
• Knowledge of setting up and administering mobile devices
• Presentation of technical functionality to a non-technical audience.
Certificate / License required
• Certified in ITIL, CCNA, and/or MCITP will be preferred
CORE COMPETENCIES
• Customer Focus
• Team work
• Effective Communication
• Personal Accountability & Commitment to achieve
• Resilience and Flexibility (Can do attitude)
About the Company
Dubai-based flydubai strives to remove barriers to travel and enhance connectivity between different cultures across its ever-expanding network. Since launching its operations in 2009, flydubai has:
- Created a network of more than 90 destinations in 44 countries.
- Opened up 62 new routes that did not previously have direct air links to Dubai or were not served by a UAE national carrier from Dubai.
- Operates a single fleet type of 58 Next-Generation Boeing 737-800 aircraft and will take delivery of more than 100 aircraft by the end of 2023.
In addition, flydubai's agility and flexibility as a young airline has enhanced Dubai's economic development, in line with the Government of Dubai's vision, by creating trade and tourism flows in previously underserved markets.