Support Engineer Full-time Job

Core Accountabilities

Provide direct support to end users in the usage, maintenance and resolution of current IT hardware (e.g. computers, printers, etc.), software applications, and network facilities

Install, configure, and maintain new device components and software applications for end users across EDGE and its entities

Remove, replace, upgrade or repair existing or aging equipment and applications as necessary

Analyze problems in order to attempt hardware/ software solution by phone for remote users, and/or decide proper level of escalation and maintenance required to solve and prevent problems in coordination with the reporting manager

Ensure accurate diagnoses on computer hardware, network systems and programs to make sure all the systems and programs are running smoothly and up to date without any issues

Conduct general fault rectification and replacement of faulty hardware parts to maintain high uptime of the equipment and systems

Ensure that warranties are up to date to for the various hardware and software and coordinate fixes with the vendor.

Liaise with the vendors and other IT personnel for problem resolution.

Report/re-assign unresolved problems to Level 3 support teams to help find a resolution

Manage and escalate end user issues to the required instances within EDGE IT

Provide higher-level IT support with notes regarding the problem, steps they have already taken to resolve the issue, and their diagnosis of the user’s problem

Interact with the user ensuring a productive network environment, communicating with the users in a non-technical language, providing an excellent customer service

Resolve all hardware issues with computers, printers, hand wireless devices, etc. across EDGE and its entities

Experience

Minimum of 3 years experience in related field.

Experience in the use of IT Service Desk Management (ITSM) tools & software (e.g. ManageEngine, ServiceNow)

Launched in November 2019, the UAEs EDGE is one of the worlds leading advanced technology groups, established to develop agile, bold and disruptive solutions for defence and beyond, and to be a catalyst for change and transformation. It is dedicated to bringing breakthrough innovations, products, and services to market with greater speed and efficiency, to establishing the UAE as a leading global hub for future industries, and to creating clear paths within the sector for the next generation of highly-skilled talent to thrive. With a focus on the adoption of 4IR technologies, EDGE is driving the development of sovereign capabilities for global export and for the preservation of national security, working with front-line operators, international partners, and adopting advanced technologies such as autonomous capabilities, cyber-physical systems, advanced propulsion systems, robotics and smart materials. EDGE converges R&D, emerging technologies, digital transformation, and commercial market innovations with military capabilities to develop disruptive solutions tailored to the specific requirements of its customers. Headquartered in Abu Dhabi, capital of the UAE, EDGE consolidates more than 20 entities into four core clusters: Platforms & Systems, Missiles & Weapons, Electronic Warfare & Cyber Technologies, and Trading & Mission Support.