Technical Support Specialist Full-time Job

Key Responsibilities/Duties

Strategy and Planning

Assist in the development, implementation, and update of the section related policy, procedures manual, delegation of authority, systems user manuals, and standard forms, and ensure alignment with UAEAA’s overall policies and procedures.

Assist in the development, implementation, and update of the section’s strategic, budget and procurement, and operational plans, ensuring alignment with the department and sector’s strategy and objectives, and UAEAA’s mission and vision.

Ensure to meet individual Key Performance Indicators (KPIs) to improve efficiency and effectiveness.

Operations (with sub-headings)

Provide technical support for technical challenges associated with software, applications and systems and provide recommendations and solutions to resolve the issues.

Carry out preventive maintenance of end users technical devices and equipment regularly and upon request to ensure its operability to support IT requirements.

Monitor and replace technical assets as and when required in accordance with UAEAA’s applicable policies.

Install operating systems, software and applications on devices and equipment and update them to ensure their sustainability.

Analyze requests/reports received at the technical support platform, monitor the common requests/reports, prepare documentation, and recommend solutions to resolve the issues.

Update and amend the module functionality to ensure that the UAEAA applications systems are able to meet user information requirements on an ongoing basis and that modules continue to reflect business processes.

Carry out testing of the technical configurations with a range of functionality, which meets users’ information requirements.

Conduct pilot testing of the technical module configurations end user systems and devices to ensure that they provide the degree of functionality and reliability required by functional users.

Maintain personal knowledge of technical developments configurations and setups from various systems to ensure that UAEAA maintains capability to maintain systems and capitalize upon the opportunities presented by increased systems capability.

Provide effective first line interface with users seeking IT support through receiving calls, emails and service desk tickets, record and track requests, incidents and complaints and ensure to keep callers end users updated on request status and progress.

Identify internal end-user and external stakeholders’ requirements on technical support and information respectively and ensure to study their expectations and follow the designed framework for meeting these requirements.

Our Mission
At the UAE Accountability Authority (UAEAA), we are custodians of more than just accounts; we are guardians of the future. Upholding transparency, integrity, and excellence, we navigate the forefront of the industry as pioneers. Our mission is twofold: to bolster financial precision and accountability, and by doing so, protect public funds which are the bedrock for future generations. We strive to secure a stable and reliable economic landscape that serves both businesses and individuals, ensuring that today's resources are preserved and utilized for tomorrow's prosperity.
Our Culture
Our doors open to a world where professionalism meets passion. We believe in fostering a culture where every team member feels valued and inspired to reach their full potential. Here, your voice matters, your work has impact, and your growth is our priority.