Network and Helpdesk Senior Officer

3 weeks ago

Riyadh, Ar Riyāḑ, Saudi Arabia MS PHARMA Full time

About MS Pharma

MS Pharma is a multinational pharmaceutical company specializing in the development, production, and distribution of generic and specialty medicines. Founded in 1989 and headquartered in Amman, Jordan, we have grown to become a leader in the pharmaceutical industry with more than 2,000 employees across the MEA region.

With the introduction of a new senior leadership team led by CEO Kalle Känd, we have expanded our global operations, including the establishment of a Corporate Management Office in Zug, Switzerland.

MS Pharma operates with strong B2C sales capabilities across the Middle East, North, and Sub-Saharan Africa and boasts a broad technological base that includes OSD, liquids, creams, ointments, and sterile injectables across all key therapeutic areas. Our operations are supported by 3 R&D centers and 4 manufacturing plants, enabling us to offer over 300 INNs and more than 2,000 registered Marketing Authorizations (MAs).

Additionally, we have 90+ products under development and registration.

Job Summary

The Network & Helpdesk Senior Officer is responsible for the operation and administration of the company's internal networks, servers, email system, and network security systems. Install and configure computer systems, diagnose hardware and software faults, and resolve technical issues either over the phone or in person.

Main Responsibilities

  1. Provide support for servers, network infrastructure, desktop hardware, software, and applications.
  2. Troubleshoot system and network issues, diagnosing and resolving hardware and software faults.
  3. Manage backup processes for servers and end-user data, ensuring data integrity.
  4. Supervise, coach, and monitor network services.
  5. Conduct orientation and training for employees and new staff.
  6. Anticipate necessary improvements, budget for them, and implement changes.
  7. Assist with technology planning through continuous research.
  8. Provide support for network and local printers.
  9. Provide day-to-day IT support to staff, ensuring all issues are addressed promptly and effectively. Troubleshoot and resolve problems related to hardware, software, networking, and other IT systems.
  10. Perform routine maintenance on IT equipment, software, and systems, ensuring they are up to date and function properly. This includes applying patches, updates, and resolving any detected vulnerabilities.
  11. Act as the first point of contact for technical support queries. Respond to helpdesk tickets, emails, and phone calls.
  12. Provide support to users across all levels, including training and guidance on using IT systems effectively.
  13. Assist with the installation, configuration, and setup of new hardware and software for staff and departments.
  14. Ensure devices are properly integrated into the organization's network and systems.
  15. Assist with network setup and troubleshooting, including internet connectivity, Wi-Fi access, and local area network (LAN) issues.
  16. Maintain detailed records of support requests, troubleshooting steps, and resolutions. Document procedures for common IT tasks and issues.
  17. Ensure IT systems comply with organizational security policies, procedures, and regulatory requirements.
  18. Perform security checks, including monitoring for unauthorized access or breaches and implementing corrective actions.
  19. Track IT assets, including hardware, software licenses, and other resources. Assist with inventory management and ensure devices are properly logged and updated in asset management systems.
  20. Work closely with other IT team members, including system administrators, network engineers, and IT managers, to resolve complex issues and contribute to IT projects.
  21. Provide basic IT training and guidance to end-users on best practices, cybersecurity, and using software tools efficiently.

Main Competencies

  1. Capable of planning, analyzing, organizing, and effectively following up on work while prioritizing quality to achieve excellence.
  2. Able to make informed decisions that benefit the organization and lead to optimal outcomes.
  3. A collaborative team player with outstanding communication skills.
  4. Proactively take the initiative and demonstrate a flexible approach to adapt to changing business needs and environments.
  5. Skilled in effectively managing and developing teams and goals, influencing and coaching others to maintain a motivational and productive work environment.
  6. Experience with troubleshooting hardware (PCs, laptops, printers, etc.) and software.
  7. Strong analytical and troubleshooting skills with the ability to resolve technical issues quickly and effectively.
  8. Strong focus on customer satisfaction, with a proactive and patient approach to supporting end-users.
  9. Strong organizational skills and ability to manage multiple tasks or issues simultaneously.

Job Requirements And Expectations

  1. BSc. in Information Technology, computer science or any related field as per the country regulations.
  2. Minimum four years of relevant experience.
  3. Experience with helpdesk software (e.g., Zoho Manage Engine, or similar) is an advantage.
  4. Exposure to IT infrastructure management or experience with enterprise software platforms is a plus.
  5. Proficiency in written, read and spoken Arabic and English Languages.
  6. Communication Skills: Excellent verbal and written communication skills.
  7. Ability to explain technical concepts to non-technical users in a clear and concise manner.
  8. The role may involve travel to various office locations as needed.
  9. On-call availability for after-hours emergencies is expected.
  10. The ability to work evenings or weekends may be necessary for critical support or scheduled maintenance.

Why MS Pharma?

At MS Pharma, we are dedicated to innovation, quality, and improving global healthcare. By joining our team, you will be part of a company with a broad international presence and a solid reputation in the pharmaceutical industry. We offer an inclusive, dynamic work environment where growth, career development, and collaboration are at the forefront of everything we do.

MS Pharma is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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