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Job Description
- Take ownership of all the IT tech support activities & services
- Manage & administer IT help desk services
- Provide the first line of support for the end user for all running IT services
- Resolve end user issues, escalate problems that is out of the tech support scope and follow up till a solid state is reached
- Dispatch issues, follow up incidents and make sure it’s resolved
- Evaluate the team, support them and lead them to success in projects and provided services
- In alignment with IT management develop KPI’s, measure performance, set bench marks and standards
- Develop policies and procedure that serve and align with the organizational trends
- Develop the tech support section personal skills, develop training and development plans to upgrade and elevate the level of services provided by the section
- Being in the front line of support with end user act as a communication hub to all IT
Job Requirements
- Experienced in help desk support
- Experienced in helpdesk support applications, management, incident management and problem solving
- Experienced in team leading, coaching and staff directing
- Have a very god set of soft skills such as communication, negotiations and presentation
- Experienced in windows domain environment, MS office applications, desktop productivity, communication and collaboration applications
- Familiar with engineering software such CAD and SolidWorks
- Experienced in CCTV solutions, Passive network, desktops and laptops vendors, models and spec’s
- Familiar with endpoint management and security
- Familiar with multisite and remote support
- Familiar with enterprise IT environment that includes domain environment, policies, remote users, enterprise solutions
