TECHNICAL SUPPORT SPECIALIST

Overview

Job description : This position exists to provide hardware and software technical support efficiently, in timely manner and quality standards as per the defined policies and procedures to achieve departmental operational plans and developments.

Responsibilities

• Technical Support : Provide enterprise technical support in a professional manner by fixing the root cause of the issue using the resources on hand.
• Perform Installations, configuring systems, printers, Network / Wifi, BitLocker, diagnosing hardware / software faults, solving technical problems, supporting roll-out of new applications to meet given SLA and customer satisfaction.
• Provide support for end users on different operating systems including Windows and Mac OS.
• Provide enterprise support for on-site and remote support at the assigned IT incident for any alfanar site.
• Work on providing Operations Management support for day-to-day service operations using incident management.
• Implement IT department policies and processes when responding to end user support requests within the site(s) in addition to remote support in line with agreed SLA, delighting customers on every ticket.
• Serve as a contributing member of a high performing technical support team by providing our customers with on-field support via MS-Teams, Phone, Email and chat support.
• SLA Adherence : Follow Service Level Agreement targets for all operational processes including incidents and problems.
• Follow service center response time and reliability within agreed tolerance limits.
• No logical security incidents and no physical security breaches.
• Work in coordination with respective product support teams during maintenance phase to ensure system stability and satisfaction.
• Software Compliance : Ensure we legalize all used software within the site(s) and eliminate any risk in illegal software usage.
• Ensure all installed applications are compliant with IT Department security, governance and corporate policies and standards.
• Knowledge Management : Creating and maintaining the Knowledge articles / records using ITSM knowledge management to document the knowledge gained and information for other team members to fix future issues.
• Be a team player in supporting fellow Technical Support staff by guiding them on knowledge search enhancements.
• Documentation : Document ticket summaries for all assigned tickets in a professional manner, detailing problem descriptions, solutions proposed / fixed / workarounds using the ITSM tool and following IT department templates.
• Provide management updates on daily / weekly / monthly progress in formats / tools shared.
• Document relevant issues identified as problems to get analysis on fixing the root cause.

Role Accountability

Qualifications

Profile description

Alfanar is a Saudi company with an international presence, primarily engaged in the manufacturing and trading of a wide variety of low, medium, and high voltage electrical products, in addition to its portfolio of conventional and renewable energy solutions, oil and gas, water treatment, infrastructure, technical services, and digital solutions.

The hub of alfanar’s manufacturing operations is Medinet alfanar Alsinaiya, a 700,000 square-meter complex located in Riyadh. The complex houses an array of ultra-modern manufacturing facilities and laboratories equipped with state-of-the-art technologies and staffed with highly skilled professionals.

alfanar derives its success from its commitment to providing the highest quality standards to its customers, and the continuous development of its human capital, who alfanar considers its most valuable asset. With this in mind, alfanar promotes a proactive work environment where its employees are always valued, nurtured, and empowered to fuel their pride in being part of alfanar.

For more information about alfanar, please visit alfanar.com

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