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Technical Support Help Desk

3 weeks ago

Riyadh, Saudi Arabia 700-Apps Full time

**Responsibilities**
- provide technical support to the users of the client platform and other users of the platform with assistance on technical issues.
- Will act as L1 Network Operation Center (NOC) to monitor Infra (network and platform) by including but not limited to:

- 24X7 monitoring for the full environment through the monitoring tools provided by client.
- Analyse the alerts raised by the monitoring tools and escalate to the relevant L2 technical team.
- Follow up with L2 assigned team till the incident is resolved.
- Provide a daily, weekly, and monthly operation reports such as, Number of P1, P2 incidents per domain.
- MTTR & SLA compliance
- Number of tickets escalated to L2.
- Device & Connections availability.
- Total number of ticket (opened vs closed)
- Ensure the availability & utilization monitoring for the critical metrics of the infrastructure components such as (Fan, Power, interface, CPU, Memory, interface utilization)
- Infrastructure availability dashboard
- Top 10 utilization dashboard for the infrastructure components
- WAN Connections performance monitoring (BW utilization, latency, errors)
- Daily, Monthly report for P1, P2 infrastructure incidents
- Daily, Monthly report for the WAN Connections Performance graphs
- Monitoring ESXi/VMWare Server health
- Monitoring CPU/Memory/LAN utilization thru Virtual Infrastructure
- Monitor alerts that will be generated due to hardware or OS failures and breaches of utilization thresholds.
- Monitoring SAN systems
- OS Services monitoring
- Database Monitor relevant vendor and industry bulletins for DBMS-related patch alerts.
- Storage performance monitoring
- Will act as L1 Application Monitoring to perform the below tasks:

- Application Monitoring
- Application Support -L1
- The Service Desk team will perform primary L1 troubleshooting based on established operating procedures based on the nature of issue.

**Qualifications**
- Bachelor's degree in computer science or a related field.
- Strong technical aptitude and problem-solving skills.
- Excellent communication skills and customer-focused approach.
- Ability to work well under pressure and troubleshoot technical issues in a timely and efficient manner.
- Knowledge of Microsoft Windows, Mac OS, and Linux operating systems.
- Relevant technical certifications, such as CompTIA A+ or Network+.
- Must be Arabic speakers.

Application Question(s):

- How Many years of experience you have?
- We must fill this position urgently. Can you start immediately?
- Are you comfortable working in a remote setting?
- Do you speak Arabic?