IT Support Specialist

Key job responsibilities:

• Research and identify solutions to software and hardware issues
• Diagnose and troubleshoot technical issues, including account setup and network configuration
• Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue in timely manner
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
• Track computer system issues through to resolution, within agreed time limits &provide prompt and accurate feedback to customers
• Refer to internal database or external resources to provide accurate tech solutions
• Ensure all issues are properly logged and prepare accurate and timely reports
• Prioritize and manage several open issues at one time
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting
• Work closely with Telecom Operators (Etisalat, Orange and Vodafone) to manage APNs and Leased lines
• Work closely with Raya Subsidiaries like RCC and RDC for any issues related to APNs and leased lines
• Work with finance on the invoices validation of the APNs and Links
• Manage and control IT assets and track them closely in Asset tracker to be updated on regular basis and with each leaver and with any changes
• Develop SLA with stakeholders and apply it formally
• Work with Purchasing team to plan the laptops of the new hires in timely manner before their join date
• Work and plan with POS team to plan their needs of APNs in timely manner
• Track the assets (Laptops, bags, accessories, printers,….) very closely