الوطنية موبايل | Technical Support & Help Desk Engineer

Role Summary & Duties and Responsibilities:

Provide IT technical support for End users, software’s, applications and computers.

-Providing First line, second line of support for end users computing systems.
-Installing and supporting Applications and Operating systems.
-Installing and support for Printers and Printing services.
-First Level of support for PC’s, and all end users devices (Hardware/Software problems).
-Installing and supporting computer Cabling.
-First line, Second line of support for LAN’s and WAN’s.
-Reporting 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.
-Liaising 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.
-Minimum 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