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Job Purpose
This position exists to provide hardware and software technical support efficiently, in timely manner and quality standards as per the defined policies and procedures to achieve departmental operational plans and developments.
Key Accountability Areas
Technical Support:
- Provide enterprise technical support in a professional manner by fixing the root cause of the issue using the resources on hand.
- Perform Installations, configuring systems, Printers, Network/Wifi, BitLoker, diagnosing hardware/software faults, solving technical problems, supporting roll-out of new applications to meet given SLA and customer satisfaction.
- Provide support for end users on different operating systems including Windows and Mac OS
- Provide enterprise support for On-site and remote support at the assigned IT incident for any alfanar site
- Work on providing Operations Management support for Day to day service operations using incident management
- Implement IT department policies and processes when responding to end user support requests within the site (s) in addition to remote support in line with agreed SLA delighting customers on every ticket.
- Serve as contributing member of a high performing technical support team by providing our customers with on-field support via MS-Teams, Phone, Email and chat support.
SLA Adherence:
- Follow Service Level Agreement targets for all operational process including incidents and problems
- Follow Service center response time and reliability within agreed tolerance limits
- No logical security incidents and No physical security breaches
- Work in coordination with respective product support teams during maintenance phase to ensure system stability and satisfaction
Software Compliance:
- Ensure we legalize all used software within the site(s) and eliminate any risk in illegal software usage.
- Ensure all installed applications are compliant with IT Department security, governance and corporate policies and standards
- Knowledge Management:
- Creating and maintaining the Knowledge articles/records using ITSM knowledge management to document the knowledge gained and information for other team members to fix the future issues.
- Be a team player in supporting fellow Technical Support staff by guiding them on knowledge search enhancements.
Documentation:
- Document ticket summary for all your assigned tickets in a professional manner on problem description, solution proposed/fixed/workaround by using the ITSM tool and following IT department templates.
- Provide management updates on your daily/weekly/monthly progress in the formats/tools shared.
- Document relevant issues identified as a problem to get the analysis on fixing the root cause.
Role Accountability
HR Proficiency:
Ability to obtain updated soft and technical skills related to the job
To have a vision and a plan for the career path and how to achieve it.
Delivery:
Perform the planned activities to meet the operational and development targets as per delivery schedules.
Utilize resources effectively to achieve objectives within efficient cost and time.
Provide a periodic report formatted by detailing the deviation and execution of planned tasks.
Problem-Solving:
Solve any related problems arise and escalate any complex operational issues.
Quality:
Ensure quality requirements to develop effective quality control and processes including specifications for products or processes or related activities.
Business Process Improvements:
Coordinate well-defined written systems, policies, procedures, and seek automations opportunities as much as possible.
Compliance:
Comply to related policy and procedures and work instructions.
Health, Safety, and Environment:
Ensure compliance of relevant safety, quality, and environmental management procedures and controls within defined area of work activity to guarantee safety, legislative compliance, and delivery of high-quality products/services.
Academic Qualification
Bachelor Degree in Computer Science
Work Experience
2 to 5 Years
Technical / Functional Competencies
Data Security Encryption Tools/Techniques
Emerging Network Technology
Help Desk Technologies
New Technology Research
Production Technical Writing
Technical Tools and Products
Technology Industry Knowledge
Technology Platforms
