Corporate IT Support Senior Specialist

Works with a broad range of infrastructure products and basic networking components. He provides maintenance and support for moderately to highly complex client products and may work on one or more projects concurrently as a team member such as implementation of new administrative products and services (in new Clinics, new Branches.. etc)

**Accountabilities**

Work Complexity
- Resolves incidents and service requests, including logging tickets in the tracking system to document service requests and incidents and manage the helpdesk ticket queue.
- Perform duties with guidance or direction.
- Insure Resolving incidents within the agreed SLA with the Business.

Service Desk
- First point of contact and day-to
- day technical support to end users.
- Responds to Level 1-2 support requests via multiple sources such as phone and e
- mail.
- Enters call data into the tracking system.
- Interacts with Guests in a courteous and professional manner.
- Provides user access service.
- Diagnoses client problems.
- Assists customers with recovery issues.
- Escalates problems when necessary.
- Documents problem status and resolution in tracking log.

Project Planning
- Provides input during project planning and requirements phase.
- Assist management in delivering projects objectives

Customer Technology Support
- Consults with users, to determine hardware, software, or system functionality issues.
- Assists in the deployment of new or upgraded images, software and hardware for multiple Guests.
- Performs configuration changes, updates and upgrades, as directed.
- Performs minor to medium repairs to hardware, software, and peripheral equipment, following design or installation specifications.
- Provides on-going support of client technology.
- Participates in Induction training for new hired Guests to insure their awareness with main IT services, Asset usage, and how to reach IT Support.

Technical Support
- Provides technical support to meetings that include video conferencing.
- Monitors and communicates system status to internal management.
- Diagnoses and resolves Guests workstation and mobile device hardware and software issues.
- Assists vendor technical expert to resolve client problems.

Service Level Management
- Collaborates in the development of service-level objectives and takes steps to meet or exceed targets.
- Explains service procedures to Guests.
- Follows up in a timely manner to ensure customer satisfaction.
- Developing Monitoring and analytical dashboards for end users devices and put an action plan to work proactively and ensure end user services stability and increase end user NPS.

Asset Management:

- Update the receiving form to Nahdi users of the new hardware received on the IT Asset Management System to ensure proper asset management
- Manages the IT Assets conditions by developing high quality assets dashboard using IT Monitoring and analytics tools such as Nexthink System.
- Maintain the IT support asset inventory through the check of the hardware per the monthly periodic maintenance plan, receiving the new hardware devices and preparation of the hardware for the usage to meet the business requirements.

Service Improvements
- Keeps performance metrics.
- Identifies recurring problems and notifies team members.

Testing
- Conducts testing based on and related to user or system design specifications.

Training
- May train co-workers on new or existing functionality or services.

Documentation
- Documents problem status and resolution in tracking log.
- Documents solutions to common problems and responses to frequently asked questions.
- Creates and Manage updating resolutions on the Knowledge Base.
- Assists the Management and Updates the Corporate Help desk SOPs & Service catalog.

Communication
- Alerts Management and team members about recurring problems.
- Communicates updates on issues in a timely manner to ensure customer satisfaction and productivity.

Employee duties are not limited only to the above-mentioned Accountabilities; he/she may perform other duties as assigned.

**Work Environment**
- Indoors : 100%
- Outdoors : 0%
- Working Days : 5 Working Days
- Days off : 2 Days Off
- Working Hours : 8:00 AM - 6:00 PM (1 hour break) (on call)

**Job Requirement**

**Education
- **BSc in IT (or related)
**Experience
- **3 Years of Experience
**Computer Skills
- **MS Office Suite**:

- **Networking Basics**:

- **Windows installation**:

- **Infrastructure Knowledge
**Languages
- **English**:

- **Arabic