End User Support L1

VAM Systems is currently looking for  End User Support L1for our Bahrain operations with the following skillsets and terms & conditions:

Qualifications and Experience 

Essential (Minimum)

• University Degree in IT from a recognized university or institution

Desirable (Optional)

• Techinical certification in any IT Infrastructure certificates
• At least 1 year of work experience in IT
• A job that involves interacting with customers

Skills:

Essential (Minimum)

• Very good command in English (Both writing & speaking).
• Techincal troubleshooting skills
• Customer service awareness and skills.

Desirable (Optional)

• Fluent in English
• Business Professional Language

Knowledge

Essential (Minimum)

• Essential IT technical skills 
• Installation/Configuration/Support

Desirable (Optional)

• Able to resolve IT issues efficiently
• Ability to make quick decisions on problem resolution 
• Essential IT technical skills in Servers, Network and other IT Infrastructure areas 
• Analytical and techincal troubleshooting skills

Personal Attributes

Essential (Minimum)

• Strong personality
• User Friendly
• Patient and flexible attitude
• Sense of commitment

Desirable (Optional)

• Excellent Communication and Inter personal skills
• Mature, professional attitude with strong work ethic
• Attention to detail and accuracy and the ability to manage multiple tasks simultaneously
• Handle work pressure
• A job that involves interacting with customers

Duties:

• Handle service desk calls in timely, pleasant and professional manner.
• Resolve reported problems remotely as being first level or second level support and provide proper guidence to callers inquiries.
• Maintain accurate log entries of incidents and requests with details by adherence to escalation procedure, promptly allocate unresolved calls to higher level support as and when required.
• Preparation of daily/weekly/monthly service desk reports for management review as and when required.
• Following the process and procedure in place and recommending any required changes based on experience in handling and reported issues.
• Follow up and co-ordinate with support staff in case of delays in action and ensure that line of communication is open between all support teams for better co-ordination of service, especially if the service is required to be handled by more than one area of support and on priority basis.
• Regularly complete and update all the tasks assigned within the target time
• Ability to handle multi-task and support various users at once. Must be capable of following a job to completion. Follow up, troubleshoot and resolve various complex infrastructure problems.
• Conduct ad-hoc assignments and projects as directed by the management based on the business requirements

Terms and conditions

Joining time frame: (15 - 30 days)