IT Support Specialist

Roles and Responsibilities

Responsibilities include, but are not limited to:

1. Maintain the Orders, incidents and problem management for desktop and services tickets (analysis, definition, support solutions, improvement suggestion and more).
2. Respond in a timely manner to services issues and requests from users within SLA.
3. Installation of hardware and software in computer devices and application for iOS devices.
4. Well organized the regular documentation for software, hardware and tools.
5. Hardware and software technical Asset Management (including recharging) in relevant tools.
6. Participating in new IT roll-outs projects follow up with users.
7. IT tool and service consultancy to the customers.
8. Resolve technical issues in a timely manner using available resources within the company.
9. Responsible to follow up and communicate with external service providers orders/deliveries.

Requirements:

1. Proficiency in Windows Operating Systems, Client Software, Hardware IT equipment, MS365 for using and user support and basic Server and Network Knowledge.
2. Proficiency in MS365 for using and user support.
3. Excellent organizational and interpersonal skills, time management, ability to work under pressure, flexible to adapt with changes and enjoy working in a multicultural environment.
4. Excellent customer service skills for either face-to-face or remote customers.
5. Fluent English, Arabic is a plus.

An IT Support Specialist is responsible for providing technical support and assistance to users, helping them resolve issues related to software, hardware, network systems, and other IT-related problems. They play a crucial role in ensuring that technology systems are running smoothly, employees or customers can access the tools they need, and technical problems are addressed promptly. IT Support Specialists work in various settings, such as corporate environments, IT service providers, or as part of a managed service provider team.

Desired Candidate Profile

Technical Skills

1. Troubleshooting and Problem Solving
   • Diagnosing and resolving technical issues related to software, hardware, and network systems.
   • Identifying the root causes of problems and applying effective solutions to restore functionality.
2. Software Knowledge
   • Understanding and supporting commonly used software applications (e.g., Microsoft Office, Adobe Creative Suite, web browsers, etc.).
   • Providing assistance with software installations, updates, and configurations.
3. Hardware Support
   • Supporting and troubleshooting hardware issues related to computers, printers, and other peripheral devices.
   • Repairing or replacing malfunctioning equipment, including desktops, laptops, and mobile devices.
4. Network Management
   • Assisting with issues related to networking, including Wi-Fi connectivity, VPNs, and LAN/WAN problems.
   • Troubleshooting network connectivity, ensuring stable connections for employees or clients.
5. Operating Systems
   • Proficient knowledge of operating systems such as Windows, macOS, Linux, and mobile OS (Android, iOS).
   • Installing, configuring, and supporting OS-related issues, including updates and security patches.
6. Remote Desktop Support
   • Providing assistance through remote desktop tools (such as TeamViewer, AnyDesk, or Windows Remote Desktop) to solve user issues.
   • Supporting end-users who are working remotely or in distributed environments.

Customer Service and Communication Skills

1. Customer Service Orientation
   • Providing excellent customer service and maintaining a professional, friendly demeanor when assisting users.
   • Managing user expectations and ensuring that issues are resolved in a timely and effective manner.
2. Clear Communication
   • Explaining technical issues in a simple and understandable way to users who may not have technical backgrounds.
   • Communicating troubleshooting steps clearly and ensuring that users understand the resolution process.
3. Active Listening
   • Listening attentively to users’ issues to accurately identify problems.
   • Asking clarifying questions to ensure a thorough understanding of the technical issues.
4. Documentation and Reporting
   • Documenting all support requests, troubleshooting steps, and resolutions for future reference.
   • Maintaining accurate records of hardware and software configurations, inventory, and maintenance schedules.

Problem Resolution and Efficiency

1. Incident Management
   • Handling support tickets, classifying them by urgency, and prioritizing tasks to ensure quick resolution.
   • Managing a queue of incoming issues and making sure that each request is addressed promptly.
2. Root Cause Analysis
   • Analyzing recurring technical problems to identify underlying issues and suggest long-term solutions.
   • Taking proactive steps to resolve persistent issues and prevent future occurrences.
3. Time Management
   • Managing multiple support requests and troubleshooting tasks simultaneously while maintaining high-quality service.
   • Effectively prioritizing issues based on their urgency and impact on users.