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Job Description
- Ensure incoming incidents are categorized, logged, and resolved in a timely fashion and within the agreed SL to ensure meeting/exceeding the targets of the KPIs and aiming at client satisfaction and avoid receiving any negative feedback.
- Resolve software and hardware inquiries and install, maintain, troubleshoot, support, and repair desktop/laptop hardware and software.
- Identify and publish internal solutions to solve problems and troubleshoot system and network problems and diagnose and solve network hardware/software faults and collect information/DB about nodes for future use; install network devices.
- Initiate/manage user accounts across multiple systems including the email accounts and troubleshot/resolve profile issues for the operations agents only.
- Work on the backup servers/recovery systems in order to restore any missing data when it is crucial and importantly required for continuing the business.
- Assist users with wireless and remote access.
- Handle all AVAYA issues including upgrading AVAYA firmware and configuring AVAYA [hardware/software] platforms to open the communication channel between the client and the internal scope.
- Assist in selecting and deploying new technology to support organizational goals and objectives.
- Proactively monitor the performance of the machines and ensure that all of them are properly operating and ready for service, or should perform direct maintenance if failure was figured out.
- Handle operating system installation and ensure the system is configured based on the client's requirement.
- Support business needed applications and escalate issues to the second line resolver group if not fixed.
- Monitor infrastructure and conducts frequent health check on computer hardware/software and execute preventive maintenance plans.
Job Requirements
- Bachelor's degree (Preferably in Engineering or Information Technology)
- 1 year of related experience ( IT Help Desk - Anything Related )
- Previous Experience in ( Linux - SQL ) is a must
- Very Good up to Excellent English level
- Excellent ( Presentation - Communication - Negotiation - Problem Solving ) Skills
