SPECIALIST, TECHNICAL SUPPORT

Job Purpose

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.

Key Accountability Areas

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, BitLoker, 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 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 :

Software Compliance :

Knowledge Management :

Documentation :

Role Accountability

HR Proficiency :

Delivery :

Problem-Solving :

Quality :

Business Process Improvements :

Compliance :

Health, Safety, and Environment :

Academic Qualification

Bachelor Degree in Computer Science or Any relevant field

Work Experience

2 to 4 Years

Technical / Functional Competencies

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