Help desk support engineer
Onsite Service/support Staff Responsibilities:
-Provide client with trouble ticket number and estimate resolution time during initial
Contact
-Keep client informed of progress regarding service request/incident by making the
Trouble ticket available for viewing online at anytime
-Escalate all issues not resolved at the Computer Help Desk level (tier 1) to
Appropriate Subject Matter Experts (SME)
-Service requests or incidents that require a site visit will be scheduled when
Convenient for the client and when staff is available
-Prior to closing a work order, verify with the client that the request/incident has been
resolved to their satisfaction
-Provide client with option to submit feedback on the support interaction with the
Computer Help Desk via online survey
-Maintain accurate record of all communications
Personal abilities:
-Able to work in highly structured team and multinational organization
-Able follow structured process and procedures
-Goal oriented personality and have ability to learn
-Professional 'desk-side' manners (while dealing with users)
-Able to adopt quickly in changing IT environment
-Able to maintain high quality of service standards
-To be able to work under pressure
-To able to follow instructions accurately and without deviations
-Highly discipline in nature
-Understand and maintain information security at all times
Personal qualification
Must be able speak both Arabic and English (technical and business language)
2-3 yrs of working knowledge in support operation (Helpdesk)
MCSE, A+ and N+ certification
ITIL Foundation (preferred)
Knowledge requirement
Windows operating system
Microsoft office products
Client networking component
Computer hardware knowledge
Attached peripherals hardware
Please send your c.v to ritsolhr@gmail.com and mention the job title in subject
