Provide quick and effective assistance with information technology systems
Systems configuration, troubleshooting for all IT components
Prioritize customer satisfaction in all communications, directing unresolved issues to next-level personnel
Work with L2 support engineers to provide customers with superior service.
Represent [Giza] with professionalism and integrity while helping to advance our company mission.
Manage infrastructure and ensure its availability, reliability, and scalability.
Updates the Team leader on the progress of work assigned and prepares and submits weekly progress reports.
Completes the assigned tasks on time according to projects plans, keeps the assigned projects revenue collection on time.
Undertakes the implementation, installation, and customization activities for customer projects as per assignment and guidance from the Collaboration solutions Manager.
Undertakes the activities of integration between the contact center applications.
Responsible for service level agreements which might include 24 X 7 commitments including the formal vacations in KSA. Follow the standard processes for handling the reported support requests using the corporate support tools such as the corporate contact center and ITSM
Prepares the RCA documentation for his area and submits to the Team Leader
