IT Service Support Specialist

ABOUT THE COMPANYAZADEA Group is apremierlifestyle retail company that ownsand operates more than 40 leading internationalfranchise concepts in fashion and accessories, food and beverage, home furnishings,sporting goods, multimedia and beauty and cosmetics across theMiddle East and Africa spreadacross 13 countries overseeing more than 700 stores.JOB PURPOSEThe IT Service Support Specialist is responsible for ensuring the smooth operation of IT systems and providing technical support to users. He/she installs, configures, and maintains hardware and software components, troubleshoots issues, and oversees the group's Active Directory.RESPONSIBILITIESInspect personal computer equipment and installs hardware and peripheral components, such as monitors, keyboards, printers, and disk drives, at the user's location. Ensure hardware is functioning correctly and performs maintenance as needed.Maintain and update the group's active directory, ensuring accurate and up-to-date user information and permissions.Install and configure designated software packages, including operating systems, business applications, and other office tools. Conduct regular maintenance and troubleshoot issues to ensure software functionality.Provide on-site and remote support for users' inquiries regarding networking, operating systems, system hardware diagnoses, software, and operator-related issues. Assist users with setup and configuration of software and hardware.Initiate troubleshooting for business applications, including point-of-sale systems and other relevant applications. Monitor systems and networks, identifying and resolving issues promptly to minimize downtime.Manage and prioritize reported requests and incidents logged in the service desk system. Provide regular updates, status reports, and information on the resolution of requests and incidents.Maintain detailed documentation of hardware and software configurations, troubleshooting procedures, and resolutions. Generate reports on service desk activities, including request volume, resolution times, and user satisfaction.Assist in delivering training sessions for users on IT systems, software, and best practices. LANGUAGE & TECHNICAL SKILLSLanguage ProficiencyFluency in English.Technical SkillsKnowledge of hardware & Microsoft Office applications.Specific SkillsExperience in operating systems and networking.EDUCATIONBachelor’s degree in Information Technology, or Computer Science, or a related field.EXPERIENCETwo to four years of experience in IT Support, specializing in hardware and software installation, configuration, and troubleshooting, or a similar role.BEHAVIORAL COMPETENCIESTech SavvyAnticipates and adopts innovations in business-building digital and technology applications. For example, investigates technologies to learn some cutting-edge best practices. Uses digital/social media to benefit the team and add value to the work being done; understands how to avoid misuse of these tools.Plans and AlignsPlans and prioritizes work to meet commitments aligned with organizational goals. For example, adopts a sequence of activities that allows for optimal efficiency and effective coordination with others. Makes skillful use of resources and support to deliver efficient, high-quality work.Ensures AccountabilityHolds self and others accountable to meet commitments. For example, accepts responsibility for own work, both successes and failures. Handles fair share and does not make excuses for problems. Usually meets commitments to others.CollaboratesBuilds partnerships and works collaboratively with others to meet shared objectives. For example, finds many ways to add value to the team; probes to draw out richer input from others; is a valued resource who goes out of the way to help others.Nimble LearningLearns through experimentation when tackling new problems, using both successes and failures as learning fodder. For example, relishes new or unusual problems; seeks others' input and experiments with own ideas. Easily learns the essence of difficult issues and concepts. Investigates and discusses own mistakes to learn from them.Azadea Group is an Equal Employment Employer – All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or any other characteristic protected by relevant local laws.