Key Responsibilities:
• User Support: Respond to incoming service requests via phone, email, or chat, providing timely and effective support to end users.
• Troubleshooting: Diagnose and resolve technical issues related to hardware, software, and network connectivity, escalating complex issues to senior support staff as necessary.
• Documentation: Maintain accurate records of support requests, solutions provided, and any follow-up actions taken using the IT service management tool.
• Communication: drafting Arabic and English communication in Arabic and English on behalf of IT Department to inform users and management about IT department activities.
• Knowledge Base Management: Contribute to and maintain the service desk knowledge base by documenting solutions and best practices.
• User Training: Assist in onboarding new users and provide training on common software applications and tools like Self-service portals, office applications.
• Monitoring and Reporting: Monitor ticket queues and assign requests to agents.
• System Maintenance: Participate in regular maintenance activities, to ensure optimal performance of IT services.
• Customer Service: Uphold high standards of customer service and communicate clearly and professionally with users to foster positive relationships.
Qualifications:
• Education: bachelor’s degree in information technology, Computer Science, or a related field (or equivalent work experience).
• Experience: 3-5 years of experience in a technical support role or service desk environment.
Technical Skills:
• Proficiency in Windows and Mac OS environments, common software applications (e.g., ITSM software, Microsoft Office, adobe acrobat professional), Familiarity with remote management tools, mobile device management (MDM) iOS and Android. Active directory, Cisco telephony. VPN, encryptions, print servers, Endpoint Security, Terminal services, PAM, virtualization, office 365, VDI Azure and Nutanix and basic networking concepts.
• Communication Skills: Strong verbal and written communication skills with the ability to explain technical concepts to non-technical users. Arabic and English language proficiency is must.
• Problem-Solving Skills: Excellent analytical and troubleshooting skills to identify issues and provide effective solutions.
• Certifications (preferred): CompTIA A+, ITIL Foundation, or similar certifications.
