IT Technician Full-time Job3 weeks ago IT & Telecoms Dubai 229 views Reference: 19451
Provide day-to-day services to the end-users including the connexion of PC's and laptops on the hotel network, creation and resetting of passwords for all business applications, managing software deployments etc. to ensure compliance with pre-defined IT standards and policies.
Provide IT equipment issuance services to the end users to ensure the issuance is properly documented and filed.
Reply to the requests for assistance from end-users, either colleagues or guests, according to the tone of voice and policies and procedures of the Hotel, using both telephone and email, to ensure responsiveness and compliance with SLAs.
Update all call requests and raise the respective tickets, so as to support the provision of an end-user oriented, efficient and cost-effective service to internal clients.
Provide first-level support to end-users so as to enable the fast and accurate resolution of issues in both hardware and software infrastructures.
Provide solutions to simple technical issues of hardware and software while escalating more complex issues to the group-wide IT Service Desk so as to facilitate their fast and accurate resolution.
Use the relevant automated recording and reporting systems to log in all queries received and support provided in order to ensure visibility on end-users IT issues and to enable the automated report of incidents.
Follow up on colleagues' and guests' requests in order to verify that the problem has been resolved and the proper solution has been applied in a timely manner.
Contribute to the training of end-users on basic IT applications and fixes in order to ensure knowledge transfer and focus IT efforts on more complex issues.
Organise the day-to-day operations of the IT support activities to ensure that all work is carried out in an efficient manner, consistent with operating policies and procedures and delivers service excellence.
Maintain, troubleshoot and administer the use of local area networks (LANs), wide area networks (WANs), mainframe networks, computer workstations, connections to the Internet and peripheral equipment
Evaluate and install computer hardware, networking software, operating system software and software applications
Operate master consoles to monitor the performance of computer systems and networks and to co-ordinate access and use of computer networks
Provide problem-solving services to network users
Install, maintain, troubleshoot and upgrade Web-server hardware and software
Implement network traffic and security monitoring software, and optimize server performance
Perform routine network start up and close down and maintain control records
Perform data backups and disaster recovery operations
Conduct tests and perform security and quality controls
Control and monitor e-mail use, Web navigation, and installed software
Perform shell scripting or other basic scripting tasks
May supervise other workers in this group.
College Degree or a Diploma in Information Technology, or equivalent from an accredited College.
Certification in Microsoft Certified Desktop Support Technician (MCDST) or equivalent.
At least 2 years of experience in IT support services, preferably within the international hospitality industry or a recognized blue-chip organization.
Good knowledge of Microsoft Software technologies and platforms as well as common and recurring issues.
Good understanding of core hotel IT systems, installations and applications.
End-user centric mind-set with a focus on high quality internal customer service.
Ability to plan, co-ordinate and prioritize workload.