Skills:
Ticketing Systems, IT Service Management, Network Troubleshooting, ITIL, SLA Management, Asset Management, Incident Management, VPN Support, End user support,
Job Description
JOB TITLE: Service Desk Engineer
JOB PURPOSE: L1 Support
QUALIFICATION: Diploma in Technology, B.E/B. Tech or Equivalent
CERTIFICATIONS: CompTIA A+ or CompTIA N+ or any certificate from Microsoft
EXPERIENCE: 2+ years
REPORTING TO: Service Delivery Manager
Responsibilities (includes All Tasks)
- Responding to IT support tickets and inquiries via various channels, such as email, phone, or ticketing systems, and documenting solutions and resolutions.
- Handling, solving and logging the technical tickets in ticketing system.
- Provide quick and effective assistance with IT systems to all users.
- Prepare IT assets to the users to meet the requirement.
- Responding in a timely manner to technical issues and requests with high quality to meet SLA.
- Installing and configuring computer hardware, software, systems, networks, printers and scanners.
- Manage users account in AD and exchange server.
- Analyzing and diagnosing issues and malfunctions with troubleshooting hardware and software.
- Onboarding new users.
- Excellent problem-solving and analytical skills.
- The ability to break down technological processes and deliver clear, step-by-step instructions to users.
- Provide professional support to VIP users.
- Troubleshooting and diagnosing IT problems, identifying root causes, and implementing solutions to minimize downtime and disruptions.
- Assisting with the setup and deployment of new devices, including computers, printers, and mobile devices.
- Providing training and guidance to end-users on IT tools, applications, and best practices to enhance their productivity and technical proficiency.
- Work with the team to provide high quality IT services to the users.
- Must be able to communicate in Arabic.
- ITIL certification will be an added advantage.
Technical Skills / Competencies
- Comprehensive knowledge of computer systems and experience troubleshooting hardware and software.
- Basic networking experience.
- Comprehensive experience in OS systems.
- Proven experience in ticketing systems.
Soft Skills
MANDATORY
- Excellent communication skills, both written and verbal
- Time Management.
- Research Skills.
- Attention to details.
- Patience.
- Work under pressure.
- Multitask Management
- Analytical and problem-solving skills
- Teamworking skills
- Arabic Speaking and Writing
OPTIONAL
