IT Support

"- Operation and maintenance of computer systems and networks to help the organization's personnel to complete work tasks on the computer faster - Supervising the training of employees on the available systems Developing the information technology infrastructure Building and maintaining updated and effective computer systems and networks to improve the role of technology in business sustainability within the organization

**Responsibilities**:

- Provide second level contact and convey complexes resolutions second level to customer issues
- Assisting Call Center Analyst in providing a structured first line support when workloads are high, or when additional experience is required
- Respond to requests for technical assistance in person by phone or electronically and tracks all information in the call tracking system respecting KPI and SLA
- Log and follow all service desk interactions in specific scope
- Track, route and properly escalate unresolved queries to the next level of support
- Follow up with customers, provide feedback and see problems through to resolution
- Ensure proper recording, documentation and closure
- Actively preserve and grow knowledge of service desk procedures, products and services
- Inform management of recurring problems and propose resolution
- Stay current with system information, changes and updates
- Identify technical and organizational improvement opportunities
- Propose client-oriented solutions during pre-migration phase
- Propose structured solution for improvement
- Provide advanced diagnosis by researching and resolving issues in a timely manner in accordance with our standards
- Proactively ensure IT system service continuity
- Provide VIP support
- This role requires a self-motivated individual who is proactive in finding solutions to problems and able to demonstrate drive with a positive mind.
- Your knowledge and communication skills will be required to provide a customer-focused service.

Skills & Experience:

- Diploma degree in IT or related
- 0-2 years of relevant experience in a similar position
- Very strong technical knowledge and aptitude in network areas (DNS, IP), PC (laptop configuration and connectivity), remote network access (VPN), good notion in user management
- Working knowledge of fundamental operations of relevant software, hardware and other equipment (Mac OS, Windows 10, MS Office) + PC hardware, printers, scanners, computer peripherals, mobile devices (iOS)
- Deep knowledge of Desktop security products (Antivirus, encryption tools)
- Ability to provide support to users considering business needs and organization

نوع الوظيفة: دوام كامل, عقد, دائم
مدة العقد: 12 شهر