IT Technical Support

IT Technical Support will act a first line of support, also will play key role in monitoring the effectiveness of IT support activities, and in assessing the need for additional IT support resources based on incident type, criticality, resolution time, etc. the IT support personnel will provide immediate IT support services to end users through the Service Desk ticketing system, e-mails, and telephone to resolve their requests, problems, and incidents.

Act as a single point of contact for all IT related issues at Business Innovation Park and other sites as required.

Assist user with all problems associated with applications, network connectivity, and/or hardware issues as needed

Performs all duties Provide technical support for reported issues, log calls, emails and verbally communicated issues to have a single source of IT issues (problems, incidents, ideas, queries, potential enhancements, etc.).

Provide first-line IT-helpdesk support to QFZA employees by performing first level support duties on (but not limited to)

End user hardware (including computers, printers, scanners, etc.)

Application and Software support.

PC/User administration and management.

LAN/WAN basic troubleshooting.

Cloud and MS applications support.

Implement hardware/software installations/upgrades and patch upgrades for end users.

Supporting meetings and AV solutions.

Dealing with hardware and application support queries and issues reported to the support desk

Review content of captured issues to assess for completion, e.g., priority, clarity, impact, subject matter, etc. to direct to the appropriate support resource.

Direct issues / calls to appropriate support contacts and provide 1st line support for rapid issue resolution where possible to provide a rapid and effective service to end users.

Coordinate arrangements for external technical support where problems cannot be resolved in-house, based on instructions from the IT Operation Manager or IT Director.

Prioritize and schedule problems.

Escalate problem (when required) to the appropriately experienced technician.

Good experience providing technical support over the phone, professional demeanor, and previous customer service experience strongly desired.

Strong oral/written communication skills in English, with excellent telephone manners.

Strong troubleshooting skills and desire/ability to learn new technologies/skills.

Experience coordinating efforts of a support team within a Helpdesk environment.

Working knowledge of a range of diagnostic utilities, including incoming transactions/telephone recording monitoring tools/utilities.

Familiarity with the fundamental principles of ITIL/SLA.

Exceptional interpersonal skills, with a focus on listening and questioning skills.

Support for computer hardware and any authorized desktop software

Responsible for monitoring, operating, managing, troubleshooting and restoring to service any terminal service client, personal computers (PC) or notebooks that have authorized access to the network.

Experience in escalating the issue/problem to proper tier 2 and 3 support team members when the restoration is beyond the scope.

Experience in developing a trend by monitoring and analyzing incoming calls, problems, and support requests.

Experience in performing post-resolution follow ups to help requests.

Reinforce SLAs to manage end-user expectations.

Degree in Computer science or equivalent.

3-5 years IT support work experience.

IT support related professional certification CompTIA A+ or equivalent certification.

ITIL foundation certification preferred.