Job Description
1.Respond to end users service calls/requests in a timely manner
2. Install, configure, Diagnose and troubleshoot support issues related to end user hardware equipment (PCs, workstation, MAC, laptop, printers, scanners, photocopiers, IP Telephony, Mobile Devices: Blackberry, iPhone, iPad) and software
3. Setup, configure and maintain users’ and functional accounts, distribution groups and handling password issues.
4. Setup/troubleshoot/maintain end users’ profiles
5.Provide technical assistance and guidance for groups or individual users locally or remotely when needed
6. Maintain the hardware and software availability to ensure business continuity.
7. Participate in software and hardware inspections and provide technical evaluations and recommendations.
8. Proactively optimize IT devices with proper configuration items management
9. Writing manuals and documentation.
10.Communicate effectively throughout the lifecycle of incident/Request with proper handover and escalation procedure using the Service manager tool
11.Ensure that all attended calls are logged, updated and closed properly
12. Function as acting supervisor when required
13.Attend or assist technicians and engineers for complicated technical issues, calls from VIP and sensitive users
14.Participate in improving IT Service Policies, Processes and workflows as required.
Other Responsibilities
1.Prepare reports about technical problems and general reports relevant to the job and submit it to superiors.
2. In depth experience using SCCM
3. Experience in Shavlik patching tool
4.Experience in VB-Scripting and PowerShell scripting
5. Research for new technology and solutions that can be applied in organization to improve our level of support and Research the marketplace for best IT equipment
6. Coach and train new employees within the section.
7. Manage/assist in projects related to IT Client services section
8. Perform other duties relevant to the job as requested by superiors
9. Provide technical support services to cover events inside and outside the country
10. Contact third party vendors for hardware/software maintenance and material requisition.
Job Requirements and Qualifications
1. Minimum Bachelors in IT, Computer Science or related field
2. ITIL Foundation
3. MCSE / MCITP
4. Certification in Cisco is preferred
Minimum 3 years’ professional experience in IT domain, hardware, software and troubleshooting or related fields is preferred.
