The role is to ensure proper computer operations so that end users can accomplish their daily tasks.This includes receiving, prioritizing, documenting and actively resolving end user help requests. Problem resolution may involve the use of diagnostics and help request tracking tools, as well as require that the individual give hands-on help at desktop level.
Responsibilities/Duties
Profil de candidat recherché :
- Resolve assigned customer technical issues (diagnosis, intervention, alert)
- Escalate as required, within a proper time frame
- Meet SLA's
- Communicate to customers clearly, effectively and professionally
- Participate in On-Call/After Hours Rotation
- Manage materials resources
- Other duties and responsibilities might be assigned
Qualifications
ESSENTIAL QUALIFICATIONS, KNOWLEDGE & EXPERIENCE
- Fluent in English and Arabic
- Microsoft Office Programs
- Microsoft Desktop Operating Systems
- Windows Server Administration
Knowledge
- Computer Networking, including switches, routers and wireless access points
- Knowledge of print drivers, print servers and multi-function printer maintenance
- Ability to communicate problems with supervisors as they become known.
- Demonstrated ability to actively listen to technical problems conveying commitment toward finding a timely resolution of the situation
- Demonstrated ability to read, analyze and interpret technical documents, work orders, invoices, instruction sheets. .
- Demonstrable knowledge of IT and software system assurance including Cyber Security, Software Licenses, Disaster recovery and IT Security.
Experience
- At least 3 years experience as an IT Technician
- Understanding of IT technologies including but not limited to Windows Operating Systems, O365 Suite of Applications, Computer hardware and accessories.
- Familiarization with software/Applications including but not limited to ERP systems, SharePoint, Maximo, MS O365.
- SLA management
- Managing and supporting computers, applications and accessories.
- Demonstrates a high degree of analytical skills and the ability to be both structured and flexible.
DESIRED BEHAVIORS
- Ability to meet deadlines.
- Ability to manage conflict situations,
- Reactivity, rigor, go-ahead.
- Relationship: communication, Teamwork.
