Technical Support & Help Desk Engineer
Technical Support & Help Desk Engineer
Field: Information Technology
Contract Type: Contract
Location: Palestine - Ramallah
Closing date: 10-Jul-2017
Role Summary & Duties and Responsibilities:
Provide IT technical support for End users, software’s, applications and computers.
- Provide First line, second line of support for end users computing systems.
- Install and support Applications and Operating systems.
- Install and support for Printers and Printing services.
- First Level of support for PC’s, and all end users devices (Hardware/Software problems).
- Install and supporting computer Cabling.
- First line, Second line of support for LAN’s and WAN’s.
- Report problems and tasks on the computer Service Disk Trouble Ticketing system.
- Backup’s and restore for end users computers.
- Logs all calls, interactions and do first line, second line support.
- Check that all open calls are updated daily or according to service desk SLA.
- Liaise with second level support and all business units to ensure calls closed in timely manner or according to SLA.
- Define, update, implement and monitor Operating procedures.
- Monitor Service level agreements.
- Monitor, update Help Desk Inventory and end users assets.
- Train end users, on operating system, Office and VOIP phones.
- Insure implementing the Department policies and procedures.
- Responsible for the selection and purchase of desktops/laptops hardware, software, and telephone equipment.
- Provides service in solving complex operating problems with system related malfunctions·
- Meet with management to anticipate future computer needs ·
- Keep abreast of new technologies associated with Computers and Peripherals ·
- Check whether calls, interactions are logged correctly and escalated to the correct department.
- Follow up on calls, interactions escalated via service desk Trouble Ticketing system.
- Check that all open calls are updated daily or according to service desk SLA.
Experience & Qualifications:
- Bachelor’s Degree in Computer Science or Information Technology or Equivalent Experience.
- Fresh Graduates or 1 year of experience in computer use, Help Desk, and technical support.
Skills:
- Strong interpersonal and communication skills and the ability to work effectively.
- Self-starter and highly organized.
- Proficiency in Arabic and English (oral and written).
- Computer Literacy knowledge (Microsoft).
- Proficiency with MS Office suit (mainly Excel, Word, and PowerPoint.
- Excellent Communication Skills.
- Excellent organizational, team Work, and time management skills.
- Excellent coordination and follow-up skills.
Key Performance Indicators:
- Service Desk documents, records, and reports are prepared, maintained, and typed accurately and in a timely manner.
- Department files are appropriately maintained.
- Interactions SLA.
- Good coordination and communication exist with other staff members.
- Management is appropriately informed of area activities.
- Assigned functions are efficiently and effectively completed in a professional manner.
Note: you will be required to attach the following:
- Resume / cv
- Passport-size photograph
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