Help Desk Technical Support (Arabic Speaker & English Speaker)

Summary

In this role, you will provide technical assistance, support, maintenance to related of the computer system, software and hardware, environment 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 Maintain inventory of all equipment, hardware’s, and software’s licenses as well as must know end of life products Assist with onboarding of new users Install, test, and configure new workstations devices peripheral equipment and software Perform timely workstation hardware devices and software upgrades as required Well knowledge experienced Windows clients & MAC clients, basic knowledge for Windows servers and Linux Well knowledge experienced Office 365, products support for end users, Word, Excel, PowerPoint, MS Teams, OneDrive, Visio, and Project mgmt Mail configuration for end users, Outlook configuration, domain users and non-domain users Require support for all types of mobile devices (phones, tablets, iPad) work with corporate email configuration & Wi-Fi setup Local & network printers : setup knowledge Meeting room setup for conference & meetings, knowledge of conference software (e.g., Skype) and smart TV usage IP phone configuration support All Adobe products basic knowledge (Adobe Reader, Adobe Creative Cloud, Flash Player) Well knowledge antivirus or endpoint security During offboard, back up user data CCTV management Understand network VLANs & subnetting Basic Java product knowledge Experience with multiple browsers Willing to stay late for emergency tasks or pending work when required Access control system : creating users and assigning permissions Hands-on experience with troubleshooting tools and training other staff on troubleshooting and diagnosing problems Writing, editing, and revising training manuals for new and updated software and hardware Requesting feedback and monitoring calls to improve training methods Running reports to analyze common complaints and problems Education Qualification

Educational certification : bachelor’s degree in computer sciences 3-5 years of experience Certification in the same field (preferable)

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