Description:
The Senior Technical Support Engineer is responsible for providing high-quality technical support to the learners, staff, and faculty members. Also responsible for the administration of server application and providing technical training as needed
.
Main roles & responsibilitie
- s:
Provide first-level technical support to learners, staff, and faculty face to face or remotely using appropriate remote support and communication tools. Timely and proper logging, follow up and closure of technical support ticke - ts.Provide technical support for various external/internal events organized by HBMSU. This includes requirements collection, preparation, testing, and suppo
- rt.Administration of various servers and applications the department may own (e.g. Active Directory, Antivirus, backup system, Print server, etc
- .).Regularly maintain the hardware/software assets invento
- ry.Regular monitoring and maintenance of audio and video systems. Check systems health regularly and execute corrective actions when necessa
- ry.Provide technical trainings whenever requir
- ed.Provide hardware and software support for desktop computers and other end-user devices like printers and scanne
- rs.Perform end-user testing of various applications and systems as required to detect software defects and inconsistencies. Also, communicate and track the test results, errors, or bugs with other AIT sectio
- ns.Perform the assigned tasks as part of special projects such as working with other team members to determine and meet business needs, completing individual deliverables, contributing to overall project objectives, and documenting whenever applicab
- le.Report any information security incidents or suspicious behaviors to the line manager and AIT I
- SM.Adhere to internal and local information security and relevant health and safety laws, regulations, policies, and procedur
- es.Handle any other responsibilities assigned by the line manag
er.
Required qualification & sk
ills:
Professional Expe
rience3 years of relevant experience in a similar po
sition
Education and Academic Qualifi
- cationsBachelor's Degree in computer engineering, Computer Science, IT, or a related field from an accredited univ
- ersity.ITIL V3 certif
- icationAny other certification will be a plus (Microsoft, Cisco, Apple
etc.).
Knowledge, Skills & A
- bilitiesMicrosoft Windows, Mac, and general desktop support
- issues.End-user devices like printers and s
- canners.Audio and Video systems like projectors, mixe
- rs, etc.DNS, TCP/IP, and other networking c
- oncepts.Excellent customer care
- skills.Time and project management
- skills.Analytical and problem-solving
- skills.Interpersonal, communication, and soft
- skills.Ability to work under pressure and in a diverse
- culture.Excellent communication skills in English languages; Arabic language is an ad
vantage.
