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

HR Proficiency : Ability to obtain updated soft and technical skills related to the job.

Delivery : Perform planned activities to meet operational and development targets as per delivery schedules; utilize resources effectively to achieve objectives within cost and time constraints; provide periodic reports detailing deviations and task execution.

Problem-Solving : Solve related problems and escalate complex operational issues as needed.

Quality : Ensure quality requirements to develop effective quality control and processes including specifications for products or processes or related activities.

Business Process Improvements : Coordinate well-defined written systems, policies, procedures, and seek automation opportunities as much as possible.

Compliance : Comply with related policy and procedures and work instructions.

Health, Safety, and Environment : Ensure compliance of relevant safety, quality, and environmental management procedures and controls within defined area of work activity to guarantee safety, legislative compliance, and delivery of high-quality products / services.

Qualifications

Academic Qualification : Bachelor Degree in Computer Science or any relevant field.

Work Experience : 2 to 4 years.

Technical / Functional Competencies : Data Security Encryption Tools / Techniques, Emerging Network Technology, Help Desk Technologies, Technical Tools and Products, Technology Industry Knowledge, Technology Platforms.

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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