IT (Coop & Tamheer)

Role Purpose:
This role will provide a comprehensive learning experience, allowing you to develop your technical skills, understand IT infrastructure, and support critical business operations.

Key Accountabilities:
1- Technical Support:

- Assist in providing first-level technical support to end-users for hardware, software, and network issues.

2- System Maintenance:

- Participate in the installation, configuration, and maintenance of IT systems, including desktops, laptops, printers, and servers.

3- Network Management:

- Assist with monitoring and maintaining network infrastructure, ensuring connectivity and security.

4- Software Development:
5- Documentation:

- Maintain accurate documentation of IT procedures, configurations, and support requests.

6- Project Participation:

- Collaborate with IT staff on various projects, gaining exposure to project management and execution.

7- Service Desk process;
- Answer inbound calls to the IT Service hotline within agreed KPI
- Log and create service desk ticket for issues and fulfillment and ensure ticket are assigned and categorized properly
- Escalate support ticket to L2 support on time
- Follow up escalated ticket and update user on status until closure
- Document resolution before ticket closure to buld the knowledge database
- Analyze service desk queue for trends and notify IT Support team leader as required
- Update the knowledge database for new resolutions discovered

8- End user support;
- Troubleshoot user issues over the phone or personally meeting with the users to resolve issues reported.
- Modify and fine tune hardware setup to meet user requirements on performance and stability
- Monitor and maintain user system to ensure performance is optimal
- Install, configure and support printers, scanners and other IT related devices.
- Transfer user stations as required by departmental managers

**Skills**:

- Basic understanding of IT systems, networking, and software development.
- Proficiency in Microsoft Office Suite; familiarity with programming languages such as Python, Java, or C++ is a plus.
- Strong problem-solving skills.
- Excellent communication skills.

**Education**:
Bachelor's degree in Information Technology, Computer Science, or a related field