Technical Support Specialist are responsible for providing technical assistance and answers to user’s questions, assisting users by troubleshooting problems with computer hardware or software. To ensure high IT Support services standards in alignment with the agreed SLAs.
Responsibilities:
- Follow the schedule of maintenance and repair IT resources.
- Provide first line support for users and troubleshoot complicated technical issues and ensure they are resolved in a timely manner based on the daily priority list.
- Provide second line support and troubleshoots users’ PC hardware, software and ensure users’ issues are resolved in a timely manner based on the daily priority list.
- Identifies, investigates, and resolves users’ problems with computer software and hardware.
- Fields support calls, chat, email, and/or other communication from users with inquiries regarding software, connectivity, printing, and similar concerns.
- Consults with users to determine steps and procedures taken to identify and resolve the problem.
- Applies knowledge of computer software, hardware, and procedures to solve problems.
- Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions.
- Collaborates with other staff to research and resolve problems.
- Identify and escalate urgent technical issues to respective owners from other IT Functions if required and follow up to make sure user’s case is closed.
- Perform other assignments as necessary to support the function/department.
- Create and maintain a changelog for each systems documentation piece.
- Arranges service by software or hardware vendors to repair or replace defective products.
Bachelor’s degree in computer science, Communications Engineering or equivalent.Proven experience in technical support role.Hands-on experience in Certificate A+, Microsoft 365, DNS, DHCP, Network+, CCNA.Strong knowledge of systems and networking software, hardware, and networking protocolsExperience4+ years of technical support highly preferred.ITIL Service Management (Preferred)High sense of responsibility and ownership, acting like an owner in what you do.Exceptional communication and presentation skillsStrong analytical skills to investigate and resolve customer support ticketsAble to multi-task efficiently under time pressureAble to work with cutting edge technology and assimilate information rapidly.Ability to maintain composure during a stressful situation.Fluent in Arabic and English.