Role Profile:
We are looking for a competent Service Desk Engineer to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them.
An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.
The goal is to create value for our Customers that will help preserve the company’s reputation and business.
The Technical Operations Engineer’s role is to ensure that the performance obligations of in-house IT systems are met. The role will perform monitoring, administering and supporting the organizations IT systems. This includes gathering and analyzing data in support of systems management, maintenance, and performance. The Technical Operations Engineer is also responsible for generating and compiling reports based on their findings, complete with probable causes and possible solutions to systems issues.
The below Key Performance Areas include but are not limited to:
Serve as the first point of contact for customers seeking technical assistance over the phone and Self-Service Tickets within the agreed SLA.
Perform remote troubleshooting through diagnostic techniques and pertinent questions. Knowledge on any remote desktop tools like Screenconnect, Team viewer, Dameware, SCCM etc.
Determine the best solution based on the issue and details provided by customers
Walk the customer through the problem-solving process
Direct unresolved issues to the next level of support personnel
Provide accurate information on IT products or services
Record events and problems and their resolution in logs as Knowledge Base
Follow-up and update customer status and information
Pass on any feedback or suggestions by customers to the appropriate internal team
Identify and suggest possible improvements on procedures
Install, upgrade, support and troubleshoot XP, Windows 7 and Microsoft Office and any other authorized desktop applications
Run, operate and maintain the servers and their associated operating systems and software.
Run, operate and maintain security solutions, including firewall, anti-virus, and intrusion detection systems.
Run, operate and maintain the network and telephony hardware and equipment, including routers, switches, hubs, and UPSs.
Ensure network and SAN connectivity of all Data Center or NOC based IT systems.
Administer all equipment, hardware and software upgrades.
Practice asset management, including maintenance of component inventory and related documentation and technical specifications information.
Administer and maintain user accounts, permissions, and access rights.
Perform system and security audits.
Perform system backups and recovery.
Monitor and test systems performance and provide performance statistics and reports.
Oversee installation, configuration, maintenance, and troubleshooting of hardware, software, networking and peripheral devices into the Data Centers and NOC rooms.
Experience:
No formal work experience needed. Minimum 1 to 3 years’ and minimum 6 months experience in Service Desk Environment.
We are currently searching for individuals who speak Arabic fluently.
Skills:
Proven experience as a help desk technician or other customer support role
Tech savvy with working knowledge Install, upgrade, support and troubleshoot XP, Windows 7 and Microsoft Office and any other authorized desktop applications
Ability to diagnose and resolve basic technical issues
Proficiency in English, Arabic
Excellent communication skills
Customer-oriented and cool-tempered
Graduate from reputed university. BCA, MCA will be an added advantage.
ITIL or any other Technical Certification will be an added advantage
Additional role requirements:
Willing to work in 24x7 in rotational shifts, week off’s and on public holidays.
Alshaya Group is a dynamic family-owned enterprise, first established in Kuwait in 1890. With a consistent record of growth and innovation, Alshaya Group is one of the world’s leading brand franchise operators, offering an unparalleled choice of well-loved international brands to customers, Alshaya Group’s portfolio extends across MENA, Russia, Turkey and Europe, with thousands of stores, cafes, restaurants and leisure destinations, as well as a growing online and digital business. Operating in multiple sectors including Fashion, Food, Health & Beauty, Pharmacy, Home Furnishings and Leisure & Entertainment, Alshaya Group colleagues are united by a commitment to authentically deliver great customer service and brand experiences. Fresh, modern and relevant, Alshaya’s constantly evolving portfolio reflects the choices and lifestyle of its customers. From flagship stores and restaurants in prestige malls, through to local coffee shops, drive-thrus and online, Alshaya Group brings customers the brands they love in the places they want to be. Brands such as Starbucks, H&M, Mothercare, Debenhams, American Eagle Outfitters, P.F. Chang’s, The Cheesecake Factory, The Body Shop, M.A.C, Victoria’s Secret, Boots, Pottery Barn and KidZania.
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