Technician - IT Service Desk
Role Overview
Provides telephone and email Service Desk support for customers in a 24/7/365 environment.
Acts as the first contact for technical assistance and supports telecom-related services.
Key Skills for This Role
Full Job Posting
Role overview
Provides telephone and email Service Desk support for customers in a 24/7/365 environment.
Acts as the first contact for technical assistance and supports telecom-related services.
Key accountabilities
- Maintain Service Desk telephone and email availability 24/7/365.
- Monitor support mailboxes, log incidents and service requests, and resolve or escalate customer-reported issues.
- Troubleshoot remotely, determine suitable solutions, and route unresolved issues to the next-level resolver group.
- Provide accurate product and service information; record problems and resolutions and keep customer status information current.
- Share customer feedback with internal teams and suggest procedural improvements.
Qualifications and experience
- Bachelor’s degree; the description also names a telecom engineering graduate or equivalent.
- 1–3 years of solid experience in a telecom environment.
- Knowledge of the HP Service Management tool and proficiency in Microsoft Office.
- Able to work effectively in a 24/7/365 environment.
Skills
- Fluent English and strong written and verbal communication; Arabic-English bilingual ability is desirable, not essential.
- Customer service, troubleshooting, negotiation, organization, time management, and prioritization skills.
- Professionalism, attention to detail, teamwork, and ability to produce quality work with minimal supervision.
- PC skills include Word, Outlook, and PowerPoint.
Application process
- Applicants who decide to apply must complete an AI-based chat interview as part of the application process; it is not timed and should be completed within a reasonable period.
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