RESPONSIBILITIES/DUTIES

• Resolve assigned customer technical issues (diagnosis, intervention, alert)

• Escalate as required, within a proper time frame

• Meet SLA’s

• Communicate to customers clearly, effectively and professionally

• Participate in On-Call/After Hours Rotation

• Manage materials resources

• Other duties and responsibilities might be assigned

ESSENTIAL QUALIFICATIONS, KNOWLEDGE & EXPERIENCE

QUALIFICATIONS:

• Fluent in English and Arabic

• Microsoft Office Programs

• Microsoft Desktop Operating Systems

• Windows Server Administration

KNOWLEDGE:

• Computer Networking, including switches, routers and wireless access points

• Knowledge of print drivers, print servers and multi-function printer maintenance

• Ability to communicate problems with supervisors as they become known.

• Demonstrated ability to actively listen to technical problems conveying commitment toward finding a timely resolution of the situation

• Demonstrated ability to read, analyze and interpret technical documents, work orders, invoices, instruction sheets. .

• Demonstrable knowledge of IT and software system assurance including Cyber Security, Software Licenses, Disaster recovery and IT Security.

EXPERIENCE:

• At least 3 years’ experience as an IT Technician

• Understanding of IT technologies including but not limited to Windows Operating Systems, O365 Suite of Applications, Computer hardware and accessories.

• Familiarization with software/Applications including but not limited to ERP systems, SharePoint, Maximo, MS O365.

• SLA management

• Managing and supporting computers, applications and accessories.

• Demonstrates a high degree of analytical skills and the ability to be both structured and flexible.

DESIRED BEHAVIORS

• Ability to meet deadlines.

• Ability to manage conflict situations,

• Reactivity, rigor, go-ahead.

• Relationship: communication, Teamwork.