IT Specialist

Qsource is hiring now for a well known company

Work Condition:

Working Hours: 9 to 5:30

Days: 5 Days

Weekends: Fridays and Saturdays

Work type: Onsite

Job Location: Nasr city

Job Tasks, Responsibilities, and Duties:

Mission

Provide first-level technical support and troubleshooting for end-users, ensuring smooth IT operations across the site. Act as the primary contact for hardware, software, and network issues, delivering timely and efficient solutions aligned with global IT standards.

Key Responsibilities

Handle daily IT support requests via the ticketing system ServiceNow and phone.

Provide on-site assistance for critical issues (e.g., non-working devices).

Support remote sites and distribution centers when required.

Install, configure, and troubleshoot workstations, printers, and peripheral devices.

Manage hardware inventory and stock levels.

Administer user accounts and permissions.

Ensure compliance with IT security policies (passwords, antivirus, backups).

Provide first-level support for Microsoft Teams, Outlook, and Engage platform.

Escalate unresolved issues to Level 2/3 support following defined escalation paths.

Required Skills & Qualifications

Diploma or degree in IT or related field.

23 years of experience in IT support or helpdesk environment.

Strong troubleshooting skills for hardware, software, and network issues.

Familiarity with ServiceNow or similar ticketing systems.

Knowledge of Microsoft 365 ecosystem (Teams, Outlook, OneDrive).

Good communication and customer service skills.

Key Competencies

Problem-solving and analytical thinking.

Ability to work independently and under pressure.

Strong organizational skills and attention to detail.

Team player with proactive attitude.

Key Soft Skills

Communication: Ability to explain technical issues clearly to non-technical users.

Empathy & Patience: Maintain a positive attitude when assisting frustrated users.

Adaptability: Handle changing priorities and unexpected technical challenges.

Collaboration: Work effectively with cross-functional teams and external vendors.

Time Management: Prioritize tasks to meet SLAs and minimize downtime.

Continuous Learning: Stay updated on new technologies and best practices.

Performance Indicators

Ticket Resolution Time within SLA.

First Contact Resolution Rate.

User Satisfaction Score.

Compliance Adherence.

Documentation Accuracy.

Job Qualifications:

*Install, configure, and maintain Windows-based application server.

*Troubleshoot performance issues and optimize system configurations.

*Work closely with applicaGons, DBAs, and network/security teams to support deployment and maintenance of businesscritical applications.

*Monitor server health, application performance, and resource utilization.

*Implement and maintain security best practices, including access control, encryption, and auditing. *Manage Active Directory permissions, group policies, and role-based access.

*Manage backups, disaster recovery plans, and business continuity processes.

*Perform regular recovery testing to ensure readiness.