IT Support Specialist

Job posted on Thursday, December 15th, 2016 at 6:07 pm


  • Company Name:Gourmet Concepts LLC
  • Employment Type:Full Time
  • Monthly Salary:6,000 – 7,999 AED
  • Benefits:Annual return ticket, health insurance and other benefits as per UAE Law
  • Minimum Work Experience:1-2 Years
  • Minimum Education Level:Bachelors Degree
  • Listed By:Employer
  • Company Size:11-50 Employees
  • Career Level:Mid-level


Job Overview:
The IT Support Specialist is responsible for assisting the Head of Information Technology with monitoring and maintaining the computer systems and networks of U-Republic. S/He may install and configure computer systems, diagnose hardware and software faults, and solve technical and applications problems, either over the phone or in person. The role will embody, live, breathe and imbed U-Republic values: culture, environment, health, social responsibility, democratization, and gamification in line with all U-Republic initiatives and with all stakeholders.

Role & Responsibilities:
Manage U-Republic software administration, deployments, and implementations:
1. Maintain in-depth knowledge of general application usage;
2. Implement and monitor application installations;
3. Implement upgrades and patches;
4. Follow up on related matters with outside vendors as needed;
SOFTWARE SYSTEMS MANAGEMENT & INTEGRATION Oversee implementation and integration of computer system application programs:
5. Gather and analyze high-level business requirements;
6. Identify and evaluate new technologies for projects to automate business processes or to improve existing information systems;
7. Maintain detailed knowledge of the core systems;
8. Design and develop system documentation;
9. Monitor ongoing system performance – including electronic delivery and communication channels; e.g. web, social media, email, etc.;
10. Participate in preparing tender documents (technical specifications) and provide assistance during the evaluation process;
11. Install and configure computer hardware, operating systems, and applications;

Maintain help desk and technical support functions:
12. Monitor and maintain computer systems and networks;
13. Talk end-users through a series of actions, either face-to-face or over the telephone, to help set up systems or resolve issues;
14. Troubleshoot system and network problems by diagnosing and solving hardware and/or software faults;
15. Replace parts as required;
16. Provide support, including procedural documentation and relevant reports;
17. Follow diagrams and written instructions to repair a fault or set up a system;
18. Support the roll-out of new applications;
19. Set up new users’ accounts and profiles and dealing with password issues;
20. Respond within agreed time limits to call-outs;
21. Work continuously on a task until completion (or referral to third parties, if appropriate);
22. Prioritize and manage many open cases at one time;
23. Rapidly establish a good working relationship with end-users and other professionals, such as software developers;
24. Test and evaluate new technologies when required or necessary;
25. Conduct electrical safety checks on computer equipment;
26. Maximize use of hardware and software by training users; interpreting instructions; answering questions;
27. Maintain system capability by testing computer components;
28. Prepare reference for users by writing operating instructions;
29. Maintain historical records by documenting hardware and software changes and revisions;
30. Maintain end-user confidence and protects operations by keeping information confidential;
31. Contribute to team effort by accomplishing related results as needed;
32. Follow standard processes and procedures;
33. Identify and escalate priority issues per end-users’ specifications;
34. Offer alternative solutions where appropriate;
35. Supervise and provide technical support to U-Republic staff;
36. Provide help desk and telephone support;
37. Provide orientation on use and operation of computers and office applications to U-Republic staff;
38. Provide on-going troubleshooting assistance to all U-Republic staff regarding training and support of company hardware and software;
39. Maintain good working knowledge of all company owned applications;

Minimum Education & Experience:
– University Degree in a Computer related field or equivalent;
– 3-5 years working experience in industries relevant to the field;
– 2+ years in project management;

Required Skills:
– Ability to speak and write clearly and accurately;
– Knowledge of relevant software computer applications and equipment;
– Knowledge of customer service principles and practices;
– Willingness to co-operate with others and work to the greater good;
– Multi-tasking capabilities;
– Problem Solving;
– Presenting Technical Information;
– Process Improvement;
– Hardware Maintenance;
– Software Maintenance;
– Network Design, Implementation, and Performance Tuning;
– Vendor Relationship;
– Demonstrable skills relevant to the roles and responsibilities defined above;
– English is a must; Arabic is a plus;

Preferred Skills:
– Relevant certifications;
– Network administration support;
– Ability to analyze and compile technical and statistical information and produce technical and administrative reports;
– Ability to deal with complexity, persuasion, problem solving;
– Understanding of basic gamification concepts;

– Maintain effectiveness when experiencing major changes in personal work tasks or work environment; adjust effectively to work within new work structures, processes, requirements, or cultures;
– Focus and guide self and team members in accomplishing work objectives;
– Interact with others in a way that gives them confidence in one’s intentions and those of the organization;
– Clearly conveys and receive information and ideas, through a variety of media, to individuals or groups in a manner that engages the audience, helping them understand and retain the message, and permitting response and feedback from the end-user;
– Make end-users and their needs a primary focus of one’s actions; developing and sustaining productive relationships
– Identify and understand issues, problems, and opportunities; compare data from different sources to draw conclusions; use effective approaches for choosing a course of action or developing appropriate solutions; and take action that is consistent with available facts, constraints, and probable consequences;
– Deal effectively with others in unfriendly situations, using appropriate interpersonal styles and methods to reduce tension or conflict;
– Establish proper courses of action to ensure that work product is completed efficiently and on time/within proper time limits;
– Maintain stable performance under pressure or opposition (such as time pressure or job ambiguity); handle stress in a manner that is acceptable to others and to the organization
– Possess, acquire, and maintain the technical/professional expertise required to do the job effectively and to create effective end-user solutions. Technical/professional expertise is demonstrated through problem solving, applying technical knowledge, and product and service management for the functional area in which employee operates;
– Actively appreciate and include the diverse capabilities, insights, and ideas of others and working effectively and respectfully with individuals of diverse backgrounds, styles, abilities, and motivations
– Set high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed

The job offers competitive salary based on experience. Interested individuals fulfilling the above criteria should send their CV with a recent photo and salary expectation to [email protected]. Only qualified candidates will be contacted.

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