Senior Technical Specialist

Job Responsibilities

• Participates in providing technical support activities for internal and external customers.
• Receives and logs incident reports and service requests received through approved channels, documenting request details and actions taken, and updating the ticket status until closure.
• Provides technical support for meeting rooms, video conferencing systems, conferences, and related devices; diagnoses faults and coordinates with the relevant authorities when needed.
• Participates in delivering Level1 technical support to users by diagnosing device-, operating system-, application-, and technical service-related issues, and resolving them according to the approved procedures.
• Participates in executing troubleshooting and fault-fixing procedures, including checking hardware and software, running connectivity and service tests, resetting passwords, and determining the appropriate solution.
• Escalates incidents and problems that cannot be resolved or are outside his/her scope of authority to specialized support teams, providing the necessary information and diagnostics and following up until resolution.
• Participates in preparing user devices and their accessories; installs approved operating systems and software and performs the required tests to ensure readiness.
• Provides remote technical support to users according to the approved security policies and procedures, coordinating with relevant parties when necessary.
• Monitors incidents and service requests to ensure compliance with SLA agreements, priorities, response times, and approved escalation procedures.
• Verifies that incidents are resolved and services restored; communicates with the beneficiary according to the approved procedures before closing the ticket.
• Participates in following up on technical support services provided by external service providers when needed, and raises notes/issues related to service quality.
• Participates in performing device reformatting and preparation for reuse or delivery, and contributes to decommissioning and disposal procedures in coordination with the asset management authority.
• Participates in preparing and installing telephone devices and assigning numbers to users according to the approved procedures and permissions.
• Monitors and collects user observations and suggestions, documents them, and forwards them to the relevant teams to improve services and enhance the beneficiary experience.
• Applies the approved cybersecurity policies and controls during technical support services, and escalates security cases and observations to the relevant authorities.
• Compliance with the policies, procedures, and approved work controls and behaviors of the organization and the organizational unit.
• Performs any other related tasks within the nature of the job that may be assigned by the direct manager.

Qualification

• A Diploma degree in Information Technology or any related field.

Required Experience

• Minimum of 8 years of experience in a relevant field.