Independently provides complex technical support to AU staff members and students.
Provide onsite support where required and play a key role in maintaining and improving the knowledge standards.
ESSENTIAL DUTIES & RESPONSIBILITIES:
Investigates, and resolves software problems on AU computer systems; performs software repairs, maintenance, technical assistance, and support on a wide range of PC-based computers and peripherals.
Provides technical assistance, support, and troubleshooting in the resolution of system communications failures and conflicts.
Provides general and in-depth guidance, assistance, and support to users as requested, on diverse software/applications and operating systems.
maintains a high standard of customer service in dealing with and responding to questions.
Performs routine, day-to-day hardware and software maintenance as assigned, and assists in utilization of systems.
Works on the orders until completion or escalate to the senior technical support.
Restores and configure the mass number of PCs via the Image backup solutions which are created by the senior technical support.
Follow-ups and fully document individual cases via helpdesk software.
Provides Technical support to users’ PCs/Devices which may require access to critical/confidential data.
Provides technical support on IT equipment during events, seminars, workshops, and video conferences
Resolves users’ technical issues assigned through the helpdesk.
Performs miscellaneous job-related duties as assigned.
QUALIFICATIONS & EXPERIENCE:
Bachelor's degree in Computer field.
1-3 years experience in technical/software support.
KNOWLEDGE & SKILLS:
Computing studies skills.
Information systems skills.
Knowledge of an organization’s computing systems.
Verbal and written communication skills in both languages, English and Arabic.
Listening ability and patience.
Customer service and relationship management experience.
