Job Details
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Job Description
- Ensure incoming incidents are categorized, logged and resolved in a timely fashion and within the agreed SL to ensure meeting/exceeding the targets of the KPIs and aiming at the client satisfaction and avoid receiving any negative feedback.
- Resolve software and hardware inquires and install, maintain, troubleshoot, support and repair desktop/laptop hardware and software.
- Identify and publish internal solutions to solve problems and troubleshoot system and network problems and diagnose and solve network hardware/software faults and collect information/DB about nodes for future use; installing network devices.
- Initiate/Manage user accounts across multiple systems including the email accounts and troubleshot/resolve profile issue for the operations agents only.
- Work on the backup servers/recovery systems in order to restore any missing data when it is crucial and importantly required for continuing the business.
- Assist users with wireless and remote access.
- Handle all AVAYA issues including upgrading AVAYA firmware and configuring AVAYA [hardware/software] platforms to open the communication channel in between the client and the internal scope.
- Assist in selecting and deploying new technology to support organizational goals and objectives.
- Proactively monitor the performance of the machines and ensure that all of them are properly operating and ready for service; or should perform direct maintenance if failure was figured out.
- Handle operating system installation and ensure the system is configured based the client requirement.
- Support business needed applications and escalate issues to the second line resolver group if not fixed.
- Monitor infrastructure and conducts frequent health check up on computer hardware/software and execute preventive maintenance plans.
- Apply the support for other team members and act as first guideline for various difficult and unusual technical issues.
- Create reports concerning the tasks fulfillment upon the TS administrators and contribute in sharing the feedback with the team enclosed to a suggestion to enhance the performance.
- Train and assist new joiners and contribute in tracking and reporting the performance till covering the learning curve and proactively learn and train other staff members on new technologies.
- Manage people and handle as escalation point the team complaints and supervise the performance and achievement; evaluate performance with key metrics and conduct one-to-one meetings with all relevant subordinates to communicate feedback from monthly performance assessment; carry out general meeting as well to review operational results and discuss improvement steps and plan to eliminate the attrition potentials and consider VOE.
- Managing the schedule of his team and follow up on the attendance and show up on time.
- Motivate the team and contentiously work on the motivational programs and exercises.
Job Requirements
Interpersonal Skills:
- Communication Skills.
- Time Management and ability to prioritize moderate task load.
- Analytical and problem solving skills.
- Analytical Skills.
- Team player that enjoys a different challenges.
Educational Background:
- University Graduate (Engineering/Technical Faculty).
Professional Experience:
- Minimum of 4 years of experience in a related role.
- Background in CCNA is must.
- Background in MCSA is must.
Language Skills:
- Very good in both Arabic and English language is mandatory.
