It Network Engineer Jobs in UAE at Dsm Infocom Pvt Limited

Title: It Network Engineer

Company: Dsm Infocom Pvt Limited

Location: UAE

Type: Full Time

Category: IT/Tech, Customer Service/Help Desk

Education :Bachelors Degree

Experience :10+ Years

Skills :Essential:

1.3+ years of working experience within an IT service desk environment.

2.Knowledge of Remote Control Tools e.g. Dameware, SCCM, terminal Services.

3.Knowledge of ITSM Tools e.g. Manage Engine Service Desk Plus, Remedy, TSRM.

4.Knowledge of below list of Manage Engine Tools Set

-Manage Engine Desktop Central Enterprise Edition 9.0

-Manage Engine OS Deployer 4.0

-Manage Engine Mobile Device Management

5.Microsoft Windows 2008/2012 Terminal Server.

6.Windows XP, Windows 7/8, Windows 2000/2003/2008 experience

7.AD, Exchange 2007/2010/2013 experience

8.Planning and organising skills.

9.Good administration skills.

10.Able to operate with minimal supervision.

11.Able to maintain professional demeanour under stress.

12.Strong interpersonal skills.

13.Good Communication skills in both Arabic & English.


1.Ability to operate and support Blackberry and IPAD.


1.B-tech Computer Science/Diploma in Computer Science.

2.Microsoft qualification, Ideally MCP or MCSE.

3.ITIL V3 certification.

Responsibilities :Incident Management

1.Log all the tickets as per incident management process

2.Perform incident classification, prioritization, correlation with other reported incidents and matching against known errors

3.Provide Level 1 technical support and use remote control if necessary for incident resolution

4.If the incident requires escalation to level 2 support, the helpdesk staff create a work order on Service Desk and assign it to the appropriate level 2 technician / engineer

5.Liaison with vendor for L3 support

6.Track the incident until closure and keep the User up to date with the incident status

7.Owns life cycle of the ticket

8.Manage SLA of the tickets

9.Monitors event logs

10.Follows functional escalation in case the incident resolution times exceed the agreed service levels

11.Perform the role of an incident manager when instructed by Service desk Manager.

12.Known error documentation (End-User Systems and telecom devices)

Service Request Management

1.Receive service requests forms that have passed the business assessment and approval procedures

2.Ensure the data migration of all existing transactions from customer helpdesk tool (with as is status of all tickets) to Service desk tool.

3.Link the service request record to the User ID and configurations.

4.Forward the service request to the proper IT technician / engineer, in accordance with the service request procedures.

5.Functional escalation in case the service request completion times exceeds the agreed service levels.

6.Send IT notifications to end users related to change requests/network outages/major incidents.

7.Confirm with the customer for ticket closure after the issue is fixed.

8.Performs Daily health checks as defined.

Problem Management

1.Problem recording and administration (End-User Systems )

2.Remote Problem investigation and resolution (End-User Systems )

3.Publish Known error articles into KB after approval.

Remote Administration

1.Install, upgrade, support and troubleshoot XP, Windows 7, Windows 8 and Microsoft Office (All Versions) and any other authorised desktop applications.

2.Install, upgrade, support and troubleshoot for printers and scanners.

3.User account administration, i.e., account creation and password resets on Active Directory.

4.Basic troubleshooting o…


About Dsm Infocom Pvt Limited