Help Desk Technical Support (Arabic Speaker & English Speaker)

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

Key Duties & Responsibilities

Candidate must know ITIL - ITSM framework process and experience

Provide helpdesk support and resolve problems to the end user’s satisfaction

Monitor Service Desk for tickets assigned to the queue, process first in first out based on priority, monitor, respond quickly and effectively. Via “Phone, Email and Chat”

Report issues to the Service Desk for escalation

Follow the internal standard policy and procedure, keep update all Documentation

Utilize and maintain the helpdesk tracking software for maintaining inventory of all equipment, hardware, and software licenses as well as must know 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 devices and software upgrades as required

Well knowledge / experience with Windows clients & MAC clients, basic knowledge for Windows servers and Linux

Well knowledge / experience with Office 365 products support for end users, Word, Excel, PowerPoint, MS Teams, OneDrive, Visio, and Project management

Mail configuration for end users; Outlook configuration; domain users and non-domain users; and corporate email configuration

Support for all types of mobile devices (phones, tablets, iPad); corporate email configuration and Wi-Fi setup

Local & Network printer setup

Meeting room setup for conference & meeting; familiarity with conference software (e.g., Skype) and how to use smart TV, etc.

IP phone configuration support

All Adobe products basic knowledge (Adobe Reader, Adobe Creative Cloud, Flash Player)

Strong knowledge of Antivirus or Endpoint security

During offboarding, back up user data

CCTV management

Understand network VLAN & subnetting

Basic experience with Java product knowledge

Multiple browser experience

Willingness to stay late for tasks or pending work as required

Access control system knowledge : creating users and adding permissions

Hands-on experience with troubleshooting and training other staff

Writing, editing, and revising training manuals for new and updated software and hardware

Requesting feedback and / or monitoring calls and other methods to improve training methods

Running reports to analyze common complaints and problems

Qualifications

Educational certification bachelor’s degree in computer sciences

3-5 Years of Experience

Certification in the same field (Preferable)

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