ICT Service Delivery Engineer Transguard Group Dubai

Transguard Group is currently recruiting for an ICT Service Delivery Engineer in Dubai who plays a crucial role in providing technical support and assistance to internal users regarding computer systems, software, hardware, and network-related issues. The primary responsibility is to ensure the smooth operation of IT infrastructure and timely resolution of user problems to minimize downtime and maintain productivity. This is a mid level full time role. For this role the salary ranges from 6000 AED to 12000 AED, which may be slightly negotiatable during the interview.

Duties of ICT Service Delivery Engineer

• Financial: Assist in IT asset management activities, including inventory tracking, procurement, and disposal of hardware and software assets.
• Collaborate with other IT teams to implement IT projects, initiatives, and service improvements effectively.
• Customer: Provide first-line technical support and troubleshooting assistance to end-users via phone, email, chat, or in-person.
• Diagnose and resolve technical issues related to desktops, laptops, printers, mobile devices, software applications, and network connectivity.
• Provide user training and guidance on IT tools and systems to enhance their proficiency and productivity.
• Process: Log all service desk interactions accurately and promptly into the ticketing system, ensuring all relevant details are captured.
• Log all service desk interactions accurately and promptly in the ticketing system, ensuring all relevant details are captured.
• Escalate complex or unresolved issues to appropriate IT teams or vendors, following established escalation procedures.
• Install, configure, and maintain hardware and software components, including operating systems, productivity suites, and specialized business applications.
• Perform routine maintenance tasks, such as system backups, antivirus updates, and security patches, to safeguard data and prevent cyber threats.
• Adhere to IT policies, procedures, and standards to ensure compliance with regulatory requirements and security protocols.
• Innovation: Stay updated on emerging technologies, industry trends, and best practices in IT service management to enhance skills and knowledge.

Eligibility Requirements for ICT Service Delivery Engineer

• Certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or ITIL Foundation certification are a plus.
• 3-5 years of proven experience in a similar role, providing technical support in a corporate environments.

Skills Desired

• Strong knowledge of Microsoft Windows operating systems, Office 365, Active Directory, and networking principles.
• Familiarity with ITIL (Information Technology Infrastructure Library) framework and service desk best practices.
• Excellent communication skills, both verbal and written, with the ability to convey technical information clearly and concisely to non-technical users.
• Customer-focused mindset with a proactive approach to problem-solving and a commitment to delivering high-quality service.
• Strong analytical and troubleshooting skills, with the ability to diagnose and resolve technical issues efficiently.

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