أخصائي دعم تقني

Job Description/Purpose of the job

Interact with internal ICT customers to provide quality first level ICT support such that all business systems meet their operational KPIs; maintain the log all action requests, including  support of ICT equipment and end users, license tracking, PC maintenance & upgrades, ensuring that the service level for response to action requests is met.

Key Accountabilities

1.    Problem Solving

Investigate and resolve network problems, Operating System issues and first level Applications errors on a priority basis; implement fixes such that problems do not continually re-occur; document fix approaches to ensure there is no reliance on a single person's knowledge.

Maintain a complaint log on Service Desk Application and discuss it with the Line Manager on periodical basis with recommendations & proposed action plan for a permanent solution

2.    Request Log

Log all ticket based on calls, emails from ICT customers related to various ICT issues & services, in order to record all requests and action it on time by the assigned ICT personnel.

3.    Task Follow up

Respond to calls, take task details, and distribute tasks, not resolved at first level of support, to ICT personnel, in order to follow up on the task status and have it completed on time.

4.    ICT Inventory

Manage all ICT Hardware Inventory and warranty through IT Asset software that includes IN / OUT transfer formalities between HO to Branches, Manage IT Store to ensure only authorize person have the access to stores for proper tracking of the hardware inventory. Monitor the stock of all consumables and prepare the request as per the requirement.

5.    ERP, Salesforce Support

Act as first point of contact for salesforce and ERP users. Resolve and issues and fulfil requests up to the customer satisfaction level. Maintain master files and configuration of system as per customer requirements.

6.    Scheduled tasks, monitoring

Manage a number of scheduled tasks for customers, designed to ensure that customers system remains operations.

Monitor data integration operations between systems. Perform verification tests on information transferred between systems.

Perform data integrity checks on backed up data.

Job Requirements

· Educational level: Diploma in IT

· Specific diploma/education: e.g. IT related authorized certificate; Microsoft certified solutions associate;

· Minimal experience: 1-3 years

· Good knowledge of Windows Operating System, MS Office, Basic network and trouble shooting

· Basic solid concept of information security

· Knowledge and working experience of salesforce systems is preferred.

· Solid experience in a service desk and technical support environment

· Languages : English, Arabic: fluent

Job Competencies / Notes

·  Ability to liaise and communicate confidently and professionally with customers at all levels.

· Customer and solution Oriented

· Friendly and helpful

· Natural aptitude for trouble shooting and problem solving

· Highly organized and able to work on own initiative to complete the range of tasks required

· Flexible and willing to work outside core business hours as required

· Ability to establish and maintain effective working relationships with users

·Strong sense of following procedures