Regional IT Support Specialist

About the job : Position : Regional IT Support Specialist Location : Khobar, Saudi Arabia The Regional IT Support Specialist serves as the first point of contact providing onsite and remote technical support for their assigned office and surrounding region. This role has frequent interaction with technology users and exhibits a high degree of patience and problem-solving skills to resolve issues including follow through on resolution and communication keeping the users updated on resolutions status. Key technologies supported include laptops, computers, printers, peripherals, network, phones, digital signage, conference rooms and business applications. Job Duties & Responsibilities : Provide front line technical support to onsite and remote employees with a sense of urgency and accountability. Troubleshoot issues professionally focusing on user satisfaction. Interface with other IT team members where required, to resolve / escalate issues. Refresh & Repair ProVision Kits and ensure readiness for next project. Install, Support and maintain hardware and software infrastructure according to best practices, including Routers, CSU / DSU’s, Cisco Meraki Switches, Wireless Access Points, Firewalls, and VOIP Phones. Install & image new computers. Manage Inventory, perform repairs and reimage computers. Perform regular visits to remote offices in region to inspect equipment and provide any needed maintenance, support and training. Travel as needed to locations to support setup, breakdown and relocation of workstations, printers and other hardware. Effectively manages work, understands and meets SLA requirements (personal and team’s work queue) through the utilization of ManageEngine ITSM. Ensures knowledge management systems and documentation are kept up to date. Provide after hours and weekend On-Call Support as scheduled by the Service Desk Supervisor. Excellent communication skills. Take ownership of assigned projects and work with cross-functional teams in execution of project tasks. Self-motivated, with strong ability to work both independently and with teams and managers as appropriate. Qualifications & Skills : B.S in business or technology-related field or equivalent experience required. Must have 5 plus years of Executive Level Support. Must have 3 – 5 years of Network and Server Support experience required. Need 3-5 years experience supporting and troubleshooting Active Directory and ADFS in a multi-domain and global networking environment. Needs 4-5 years networking experience specifically cabling, installing and configuring managed rack mounted switches in data center environments. Passion for customer service and sense of urgency to solve problems. Strong analytical, troubleshooting and problem-solving skills. Strong understanding of Windows 10, Office 365 and Active Directory. Strong PC / Laptop troubleshooting skills. Ability to do hands on work with Servers and network infrastructure. Ability to zero in on and spend time on critical tasks. Possess a positive attitude and ability to work in a collaborative and energetic team environment. Must speak fluent English.

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