Technical Support & Help Desk Engineer

الوصف الوظيفي

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