IT Support

2 weeks ago

Riyadh, Ar Riyāḑ, Saudi Arabia National Parcel Stations Network Co. Full time

Responsibilities:

  • Provide timely and effective support to endusers on a variety of IT issues, including hardware, software, network, and connectivity problems.
  • Diagnose and troubleshoot technical issues reported by endusers, ensuring accurate problem identification and resolution.
  • Escalate complex issues to higherlevel support teams when necessary.
  • Maintain accurate records of support requests, resolutions, and user interactions. Contribute to the development and enhancement of knowledge base articles.
  • Assist with the configuration and installation of hardware and software, ensuring compatibility and adherence to organizational standards.
  • Provide essential support in system integration tasks, leveraging overall IT knowledge to assist in the seamless integration of systems, troubleshoot integrationrelated issues, and collaborate with the IT team to maintain optimal system functionality.
  • Provide basic training to endusers on the use of hardware, software, and other IT resources.
  • Promote and enforce IT security best practices. Educate endusers on security awareness and potential risks.
  • Collaborate with other IT team members to resolve complex issues and contribute to ongoing IT projects.
  • Coordinate with vendors and external support services as needed.
  • Provide remote assistance to users working offsite. Utilize remote support tools to troubleshoot and resolve issues.
  • Assist in maintaining an accurate inventory of IT assets, including computers, peripherals, and software licenses.
  • Ensure a high level of customer satisfaction by delivering responsive and effective support services. Gather feedback and continuously seek opportunities for improvement.

Requirements:

  • Bachelor's degree in computer science or related field preferred.
  • Proven knowledge in a helpdesk or technical support role.
  • Strong understanding of IT concepts, hardware, software, and networking.
  • Customerfocused with a commitment to delivering highquality support services.
  • Ability to prioritize and manage multiple tasks related to the IT Department in a fastpaced environment.
  • Technical certifications (CCNA, ITIL, and Microsoft Certified Professional) are a plus.

Key Skills & Core Competencies

  • Excellent verbal and written communication skills to effectively communicate with endusers and team members.
  • A customercentric approach with the ability to provide friendly, patient, and empathetic customer service.
  • Strong problemsolving skills to address users' technical issues quickly and efficiently.
  • Patience and composure when dealing with users who may be frustrated or unfamiliar with technical terms.
  • Ability to adapt to changing technologies, processes, and priorities in a fastpaced environment.
  • Willingness to collaborate with other team members and escalate issues when necessary.
  • Effective time management skills to prioritize and manage multiple support requests simultaneously.
  • Commitment to continuous learning and staying updated on new technologies and support methodologies.
  • Attention to detail to accurately document issues, resolutions, and user information.

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