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Job Description
- Provide remotely/physical 2nd line professional support for end users regarding escalated IT incident and requests to guarantee that business services are always reachable
- Perform technical support, troubleshooting and problem resolution including and not limited to operating system issues fixing and reinstallations, Software image installations, End users data backup and restore, Client computing applications installations and issues fixing, Computing devices physical installation/replacements, printing related issues fixing and 3rd party vendor escalation, Join computer objects to domain.
- Participate in the implementation phases for the new projects to ensure the alignment with overall vision.
- Decommission old/obsolete PCs/hardware according to the decommissioning policy to protect data stored on the client machines.
- Ensure service level agreements are met including initial response, resolution, and communications. Escalate key issues to appropriate levels.
- Rectify all audit raised points as per the committed target dates to ensure that all issues are closed on time
- Maintain ongoing Communications with support teams regarding application issue resolution and general workstation management support.
- Create documentation where documentation is absent
- Deliver proactive actions to maintain high level of customer satisfaction.
- Conduct quality control checks and edit work if necessary, identifying and highlighting best practice and sharing this with the team.
- Maintain confidentiality of work related information and materials.
Job Requirements
- Bachelor's or associate's degree in Engineering relevant from reputable University in Electrical, Mechanical or Mechatronics
- 2- 3 years of experience in PC Technical Support field,
- Microsoft Certification is a plus (MCSE or equivalent)
- An ITIL qualification is preferable but not essential
Skills
- Good command of English and Arabic languages
- Good Communication and presentation skills
- Good Knowledge in End-user technologies
- Good Analytical Thinking and Problem Solving skills
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