Serve as the point of contact for users
seeking technical assistance over the phone,
email or in-person.
Answer queries by telephone, e-mail, or
self-service portal to support or request computer hardware, software, network,
application, and other systems involved in IT Services delivery.
Assess impact, priority, and urgency of the client
requests to make proper decision on severity of the request.
Investigate and help resolve issues on customer’s
IT domains using agreed troubleshooting methodologies.
Install, upgrade, support and troubleshoot
hardware and any other authorized peripheral equipment.
Set up workstations with computers and necessary
peripheral devices (routers, printers etc.)
Check computer hardware (HDD, mouses, keyboards
etc.) to ensure functionality
Install and configure appropriate software and
functions according to specifications
Develop and maintain local networks in ways that
Ensure security and privacy of networks and
Provide orientation and guidance to users on how
to operate new software and computer equipment
Organize and schedule upgrades and maintenance
without deterring others from completing their work
Perform troubleshooting to diagnose and resolve
problems (repair or replace parts, debugging etc.)
Maintain records/logs of repairs and fixes and
Identify computer or network equipment shortages
and place orders
To have knowledge on ITSM processes and consult
end-users on workflow.Perform troubleshooting through diagnostic techniques and
pertinent questions.Determine the best solution based on the issue and details provided by customers.Walk the customer
through the problem-solving process. Document solutions and troubleshooting steps concisely in ITSM
system and alert other Support Group members on new or updated requests.
Provide accurate information on IT services to the
client groups.Record incident and request updates and resolution in the ticket
logsPass on any feedback or suggestions by the clients to the management
team.Identify and suggest possible improvements on processes and procedures.
Participate in bump-in, bump-out process. Deploy
and configure all agreed IT equipment (PC, peripherals, printers, etc.) in relative
spaces.Deliver support and troubleshooting in Operating Systems (Windows,
MacOS) and Applications (e.g. Office 365, Browser, Antivirus, Active Directory,
etc.)Configuring and deliver support and troubleshooting laptops, Desktops, Tablets, Monitors, PC
Accessories, TVs, Printers, Scanner, e-mail account and Telephone
extension.Deliver basic support and troubleshooting such as LAN equipment,
printer configurations and break/fix instructions.
support and troubleshooting in other Audio-Visual equipment (projectors,
speakers, microphones, controllers, video conferencing)Monitor incidents and
requests close to SLA breach.Meet required response SLAResponsible of
maintaining IT assets including hardware across its lifecycle.Contribute to other
Onsite IT Support, Service Desk, and Asset Management activities.
1-3 years’ experience.Proven experience in
customer service agent role.Experience as an IT technician or other IT support
Good understanding of computer systems, printers,
mobile devices, and other tech products.
Excellent experience in using most of Microsoft
products features including word, excel, and PowerPoint.
Excellent experience in windows 10 including
installation, configuration, and troubleshooting.Ability to diagnose and
resolve IT related issues.
Good knowledge of ITSM processes and best practices
and ticketing tool.Good customer care and communication skills.
Excellent communication skills.Available and
flexible to work shifts based on business needs (8 hours, 6 days a week).
Arabic and English, both written and verbalArabic
is an asset
Position Type: Full timeDuration: 3 months (from Oct 1st –
Dec 31st, 2022) Benefits & Allowance: Accommodation, Transportation,
Food, Medical Insurance, communication, Air Ticket, Visa.