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Job Description
- Presents and be available on the Help desk system to handle assigned tickets.
- Provides first level of technical support either onsite or remotely via phone or email.
- Troubleshoots and diagnoses sophisticated issues related to hardware and physical network connectivity to help the team in resolving them within as quickly as possible.
- Prepares, maintains and monitors computer labs according to the teachers/courses requirements for different classes and assists teachers by providing technical assistance whenever requested.
- Communicates and documents the support issues and escalates to the appropriate IT resource or vendor when necessary.
- Ensures all technical support calls assigned are completed in timely manner and any exceptions/delays are brought to the attention of Help desk Team Leader.
- Maintains detailed knowledge of current practice within own area of expertise and ensures Knowledge Base is maintained and updated with recent changes.
- Provides exceptional level of ITD customers’ services that increase the satisfaction level.
- Maintains confidentiality with regard to the information being processed, stored or accessed.
Job Requirements
- A university degree in Computer Science, and/or equivalent experience.
- Minimum 2 years of experience in supporting IT equipment (Laptops, PCs, Printers, Scanners, etc.)
- Experience with Microsoft Windows and 365 Office including installation, troubleshooting and support.
- Awareness of LAN, WAN and WLAN network concepts.
- Broad technical understanding of data management platforms (e.g., IBM DB2, Oracle, Microsoft SQL Server, etc.) and associated data security controls.Good team player with the ability to work very effectively in a collaborative and team-oriented manner with other teams.
- Initiative and a positive work attitude and must be a quick learner with a zeal for self-learning.
- Confident, eager, willing to take on new challenges and able to handle multi-tasks.
- Cooperative with good interpersonal, negotiation and conflict resolution skills.
- Good written and oral communication
