Help Desk Technical Support (Arabic Speaker & English Speaker)

Overview

In this role, you will provide technical assistance, support, and maintenance related to computer systems, software and hardware in the environment by analyzing requirements, resolving problems, installing hardware and software solutions, and supporting the internal IT Helpdesk. You will be responsible for administration and internal support.

Responsibilities

• Provide helpdesk support and resolve problems to the end user’s satisfaction
• Monitor the service desk queue and process tickets in FIFO order based on priority; respond quickly and effectively via phone, email and chat
• Report issues to the Service Desk for escalation
• Follow internal policies and procedures; keep documentation up to date
• Utilize and maintain the helpdesk tracking software; maintain inventory of all equipment, hardware, and software licenses; be aware of end-of-life products
• Assist with onboarding of new users
• Install, test, and configure new workstation devices, peripheral equipment and software
• Perform timely workstation hardware and software upgrades as required
• Be knowledgeable with Windows and MAC clients; basic knowledge of Windows servers and Linux
• Provide support for Office 365 and related products (Word, Excel, PowerPoint, MS Teams, OneDrive, Visio, Project)
• Configure mail for end users (Outlook), manage domain users and non-domain users; provide support for mobile, tablet, and corporate email configuration; Wi-Fi setup
• Set up local and network printers; configure meeting rooms and conferencing software (e.g., Skype) and smart TV usage
• IP phone configuration support
• Basic knowledge of Adobe products (Reader, Creative Cloud); familiarity with antivirus or endpoint security
• Backup user data during offboarding
• Understand network VLANs and subnet masks; basic Java product knowledge; manage multiple browsers
• Occasional extended hours or late stays to complete tasks as required
• Knowledge of access control systems : creating users and assigning permissions
• Hands-on troubleshooting, and training other staff on troubleshooting and diagnosing problems
• Write, edit, and revise training manuals for new or updated software and hardware
• Seek feedback and monitor calls to improve training methods
• Run reports to analyze common complaints and problems

Qualifications

Job Details

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