IT Support Specialist

6 days ago

Riyadh, Saudi Arabia FAMA Technologies Full time

**Job Briefing**

IT Support Specialist manages technical or IT projects. They work with stakeholders at all levels, with direct responsibility for budgeting, personnel and project planning. Let's take a closer look at the details of the role of an IT Support Specialist IT. Maintains project schedule by monitoring project progress, coordinating activities, and resolving problems. Controls project plan by reviewing design, specifications, and plan, scheduling changes, and recommending actions. Controls project costs by approving expenditures and administering contractor contracts.

**Job Duties**
- Responding to customer inquiries and providing technical support
- Troubleshooting and resolving technical issues reported by customers.
- Documenting all incidents and solutions in the customer support log.
- Coordinating with the engineering team to resolve any technical issues not addressed by existing solutions.
- Instructing customers on how to use the company’s software and hardware products.
- Escalating any complex issues that cannot be resolved to senior staff members.
- Maintaining knowledge of all company products and services.

**Skills & Expertise**
- Network Topology/Layers
- Networking Tools and Utilities
- AV/Firewall Rules and Policies
- Secure "machine to machine" communications
- Virtualization
- Video Conferencing Solution
- Windows Account Administration
- Security software
- DNS
- Strong dedication to customer care.
- Strong team interaction skills.
- Excellent verbal and written communication skills, in person, by telephone, and with large teams.
- Ability to understand and analyses customer technical needs.

**Personality & Attitude**
- Well Groomed
- Multi-tasking
- Work Stress Tolerance
- Open Minded
- Energetic
- the ability to listen
- Adaptable
- Performance, Goal and Results oriented.
- Able to meet strict deadline
- Punctual (at work on time)
- Efficient (on-time work)

**Experience**
- Diploma degree in computer science or a related field.
- Experience in technical support for software or hardware products.
- Experience in troubleshooting and resolving complex technical issues.
- Excellent communication and customer service skills.
- Experience working with databases, operating systems, and server technologies.
- Ability to work in a fast-paced environment and handle multiple tasks.

**Language**
- Well versed with English Language (Oral & Written) - Mandatory
- Well versed with Arabic

**Education**
- Must be Graduated in relevant discipline
- Professional certifications e.g. CCNA, CCNP, MCPIT, ITIL are preferred but not mandatory
- Well versed with Microsoft Excel, Word & Power point tools

**Other Discretions**
- Age should be between 25 to 35
- Gender should be Male only

**Key Performance Indicators**
- Number of tickets closed within escalation period defined
- Number of complaints reported against
- Number of standard solutions maintained in ticketing system
- Number of instances of solution of the tickets missing
- Number of projects completed on-time
- Number of tickets delayed
- Individual’s productivity (should maintain 70% average productivity)
- Quality issues reported in software / implementation (after sale support issues)
- Level of Job Knowledge (Evaluation)
- Follow-up on evaluation results & career plan

**Organizational & Job Specific Objectives**

**Organizational Objectives**
- Customer Satisfaction
- Cost Effectiveness
- Increase Sales
- Bringing Innovation
- Process Enhancement & Development
- Accountability Enhancement
- Productivity Enhancement
- Service Excellence
- Self-Managed Team

**Job Specific Objectives**
- Follow SOPs & Processes defined without any exception
- Identify areas of improvement in existing product or services
- Identify areas of improvement in defined SOPs & Processes
- Provide Trainings to Customer for the assigned tasks
- Ensure 100% Customer Satisfaction
- Complete assigned projects as per the project plan
- Close the technical support tickets within 2 days
- Implement & monitor escalation mechanism

Ability to commute/relocate:

- Riyadh: Reliably commute or planning to relocate before starting work (required)

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