Support Analyst

Job description / Role

What you will do

The Support Analyst is a key role directly reporting to Operations Manager of Middle East and Africa region. You will be based in Dubai and be responsible for providing dedicated customer support services to all ShopperTrak clients managed by the Middle East regional team. Duties will include monitoring, updating and communication of cases to continuously improve ShopperTrak's service delivery performance.

As a member of the MEA Operations team, you will work within a vibrant environment that provides a platform for you to be the part of successful team providing day to day support across the MEA region.

How you will do it

As Support Analyst you will be using your expertise to provide remote diagnosis resolutions for day to day issues raised via support cases through ShopperTrak's core business systems. It's essential that these cases are managed in a timely manner and all customer information is kept updated. Where on-site work is required then you will liaise with third party, support vendors, ensuring they are engaged appropriately.

You will be supporting the MEA Operations team in maintaining the inventory of all PC's and associated peripherals, local servers and network installations to maintain service standards. You will take part and contribute in new projects and initiatives at regional and global level, and assist management in developing long-term strategies to meet future desktop hardware needs, provide suggestions to improve technical and procedural requirements for maintaining the PC environment.

You are an assertive communicator, Self-motivated, enthusiastic, and have positive attitude which will help to setup the best IT service across the region.

Requirements

What we look for

Required
* Minimum 2 years of experience working in a support role with solid experience in Hardware troubleshooting and fault finding
* Strong Customer Service orientation
* An awareness of networking e.g. TCP/IP, DNS and DHCP
* Analytical and problem solver with keen attention to detail
* Excellent verbal and written communication skills
* Familiarity with the retail sector is advantageous
* Fluent language skills in English

About the Company

Johnson Controls is a global diversified technology and multi industrial leader serving a wide range of customers in more than 150 countries. Our 120,000 employees create intelligent buildings, efficient energy solutions, integrated infrastructure and next generation transportation systems that work seamlessly together to deliver on the promise of smart cities and communities.

Our commitment to sustainability dates back to our roots in 1885, with the invention of the first electric room thermostat. We are committed to helping our customers win and creating greater value for all of our stakeholders through strategic focus on our buildings and energy growth platforms.