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Job Description
- Translates business requirements and functional specifications into technical requirements and facilitates identification of acceptable solutions.
- Communicate with the HR to gather the different IT requirements for the new hires, confirm with the other concerned IT divisions and ensure their readiness on time.
- Lead a team to provide reliable technical support for different users, labs and classrooms in all offered IT services that include but not limited to OS, drivers, applications, updates, and hardware either in person, over phone, by mail or through a ticketing system.
- Research, diagnose, troubleshoot, and resolve different IT related issues for users.
- Install, configure, and log the different devices and applications for different users.
- Setup, monitor and support the OS, drivers, applications, updates etc. for the PCs of different users, labs, and classrooms.
- Setup, manage and support different printing and scanning facilities for users.
- Train users and provide manuals for the provided IT services.
- Maintain daily performance of clients’ IT services.
- Manage and support the employees’ attendance system.
- Respond to the different requests for the internal IT divisions concerning the data centers and communication rooms.
- Manage the team responsible of laying out network cables either from the communication rooms to the wall outlets, or from the wall outlets to the attached devices.
- Respond to the “change of location” requests for different users and ensure that all IT facilities are activated in the new location.
- Maintain the IT software and hardware inventory.
- Handle the clearance process for different users including the academic staff, administrative staff and students. and ensure receiving all delivered items and informing the other concerned IT divisions to take necessary actions.
- Communicate with different internal users and external vendors whenever required to complete work duties.
- Provide different and regular reports for the higher management.
Job Requirements
Education and experience:
- Degree in computer science or a related field, or significant equivalent experience.
- Five years of experience in relevant field with at least 2 years in a similar position in well-known and large-scale organizations that support at least 1,500 users.
- Knowledge of ITIL is a plus.
Technical skills:
- Expert in setting up and supporting Windows and Mac operating systems, drivers and updates.
- Expert in setting up and supporting clients’ applications including but not limited to different packages of MS Office, Adobe, Endpoint security, drivers, browsers etc.
- Expert in setting up and supporting hardware devices for clients.
- Familiar with remote assistance applications.
- Familiar with cloning applications for PCs.
- Familiar with the network basics.
- Familiar with laying out and connecting network cables.
- Familiar with managing different printers, scanners and multifunction machines.
Soft skills:
- High internet searching capabilities.
- Aggressive problem diagnosis and creative problem-solving skills.
- Strong interpersonal and communications skills with colleagues and clients either verbally or in writing.
- Good command of English.
- Determines when issues should be escalated to a higher level.
- Capable of writing proposals or reports, documenting procedures, acting as a vendor liaison, making presentations to client audiences or professional peers, and working closely with upper management.
- Work under general supervision.
- Proactive with strong self-management skills to juggle multiple tasks and priorities within the constraints of timelines and budgets.
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