IT Support Specialist

Position Overview:
The IT Support Specialist will provide technical support and troubleshooting services to ensure seamless IT operations. The role involves addressing hardware, software, and network-related issues, supporting end-users, and ensuring adherence to IT service management processes in a 24/7 operational environment.

Key Responsibilities:

1. Technical Support:
   • Diagnose and resolve IT hardware, software, and network issues.
   • Provide SAP application support and address user-related challenges.
   • Log and manage incidents using ITSM (ticketing tool).
2. System Maintenance and Configuration:
   • Install, configure, and maintain IT equipment, including computers, printers, and network devices.
   • Perform system updates and ensure compliance with organizational standards.
3. Customer Interaction:
   • Deliver excellent customer service to end-users, ensuring clear communication in both English and Arabic.
   • Provide training and guidance to users on IT systems and tools.
4. Shift Operations:
   • Work in a 24/7 operational environment, ensuring availability during assigned shifts.
   • Address priority incidents promptly, including after-hours support when needed.
5. Documentation and Reporting:
   • Maintain accurate records of IT assets, incidents, and resolutions.
   • Prepare reports on recurring issues and suggest improvements.
6. Compliance and Certification Utilization:
   • Leverage MCP certification to ensure best practices in IT support.
   • Utilize knowledge of MCSE and CCNA (if applicable) for advanced troubleshooting.

Qualifications:

• Education: Bachelor's degree in computer science or related field.
• Experience: At least 1 year of experience in IT support or troubleshooting.
• Technical Certifications:
• MCP.
• MCSE or CCNA (optional but advantageous).
• Familiarity with ITSM (ticketing tools).
• Experience with SAP support is a plus.
• Proficient in English and Arabic (verbal and written).