Technical Support Engineer

Alfa Medical GroupJob Purposeprovides technical assistance and support to customers who are experiencing issues with software, hardware, or other technical products.Technical AccountabilitiesAnalyzes and diagnoses technical problems to identify the root cause of the issues and provide effective solutions or workarounds.Maintains the workflow of the department & other departments from IT perspective to ensure the availability & continuity of the IT services “for example but not limited to” (Internet, VPN, Printers troubleshooting, End-user devices trouble shooting, …)Collaborates with cross-functional teams, sharing insights and feedback to improve IT service quality and enhance the end user experienceIdentifies recurring issues or patterns in IT problems to provide valuable feedback to the development team.Follows up to resolve the technical issues or raise the issue to higher level.Researches and identifies solutions to software and hardware issuesAdministrative AccountabilitiesManagerial AccountabilitiesMeasuresAverage resolution time Occupancy Average first response time First contact resolutionCommunication and working relationshipsDaily verbal/ written/ phone communication with the IT Team And Group IT Director.Ongoing internal communication with all with partners & agencies.Job latitude / decision making authorityWorks with Group IT DirectorWorks within defined policies procedures and work processesKnowledge, Skills And Abilities (KSA's)Bachelor’s degree in computer science, or relevant field.2-4 years of experience in the information technology field. Troubleshooting hands-on experience for end-users’ devices & printersCisco CCNA, MCSA Knowledge.CompetenciesAdaptabilityCustomer CentricityQuality Orientation