Job Description
Technical support services to end users through answering questions, resolving issues, and fulfilling software and hardware requests either in person, by phone, or remotely.
Responsibilities:
- Handling user requests and resolving their issues in accordance with the agreed Service Level Agreement (SLA).
- Performing periodic inspections of the performance of users' computers, equipment, and conference rooms.
- Documenting lessons learned from support operations and preparing and updating IT service procedures.
- Creating and publishing IT service training materials for end users.
- Installing, configuring, setting up, and troubleshooting hardware and software for computers and office machines.
- Responding to user queries and providing guidance on service catalogs, policies, and procedures, as well as the performance of hardware and software in use.
- Participating in the launch and maintenance of the network and services.
Requirements:
- 3 years of experience in Information Technology (IT).
- Bachelor’s degree in computer sciences or other related fields.
- Advanced knowledge of ICDL, NET+, and A+.
- Ability to troubleshoot and fix Windows operating system problems.
- Perfect knowledge of computer hardware maintenance.
- Basic knowledge of computer networks (TCP/IP, DNS, DHCP, etc.).
- Good knowledge of passive network issues.
- Good knowledge of ITIL, MCSA, and MikroTik concepts and other related network services.
- Intermediate English Fluency.
