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Job Description
- Answer queries on basic technical issues and offers advice to solve them.
- Communicate effectively to understand the problem and explain its solution.
- Monitor and respond quickly and effectively to requests received through the IT Mail.
- Diagnoses basic network, printers, and software problems.
- Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries.
- Receiving, logging and managing calls from internal staff.
- 1st line support - troubleshooting of IT related problems.
- Escalate unresolved calls to the infrastructure and support team.
- Take ownership of user problems and follow up on the status of problems on behalf of the user and communicate progress in a timely manner.
Job Requirements
- Males Only
- BSc in Computer Science or relevant fields.
- Experience in the same field.
- An ITIL qualification would be an advantage.
- Very good English.
- Minimum experience 2 years.
Required Skills:
- Energetic, enthusiastic, presentable.
- Good organizational and multi-tasking abilities, Problem-solving skills
- Well-organizing person and Proficiency in work.
- Perfect communication skills and telephone manner.
- Incident Management experience.
- Customer-oriented and patient to deal with difficult agents.
- Good understanding of computer systems, mobile devices, and other tech products.
- Ability to diagnose and resolve basic technical issues.
- Good skills in MS Office (MS project, Outlook, PowerPoint, Excel, Word … etc.)
