r - IT Support

1- Technical Support:

• Respond to and resolve end-user issues related to hardware, software, and network connectivity.
• Troubleshoot and diagnose problems with desktops, laptops, printers and other IT equipment.
• Assist with the installation, configuration, and setup of software applications and IT systems.
• Provide guidance and support for operating systems (Windows and MacOS) and productivity tools (e.g., Microsoft Office, Google Workspace).

2- Ticket Management:

• Manage and prioritize incoming support requests through Tawasol (ITSM).
• Provide timely updates and communicate with users regarding the status of their support requests.
• Ensure tickets are resolved within the agreed-upon service level agreements (SLAs).

3- Remote Support:

• Offer remote support to users for troubleshooting and resolving technical issues.
• Use SCCM to diagnose and fix problems without requiring in-person intervention.

4- User Training and Guidance:

• Provide training and guidance to end-users on the use of hardware, software, and IT systems.
• Create and maintain user manuals, FAQs, and knowledge base articles for common technical issues.

5- System Maintenance and Updates:

• Ensure end-user systems and software are up to date with the latest patches, updates, and security measures.
• Assist in the installation and configuration of new hardware, software, and IT infrastructure.

6- Collaboration:

• Collaborate with other IT teams (e.g., network, security, or system administrators) to resolve complex issues.
• Work closely with management to improve IT processes, user experience, and customer satisfaction.

7- Hardware and Software Inventory Management:

• Maintain an inventory of IT hardware and other resources by Tawasol- Asset management.
• Track and manage equipment for end-users, ensuring proper asset management.

8- Incident and Problem Resolution:

• Record and escalate unresolved issues or recurring problems to appropriate technical teams.
• Perform root cause analysis to help prevent future occurrences of common issues.

Key Skills and Qualifications:

• Technical Knowledge: Strong understanding of operating systems (Windows, macOS), office applications (Microsoft Office, Google Workspace), hardware components, and IT troubleshooting.
• Communication Skills: Ability to communicate complex technical issues clearly and concisely to non-technical users.
• Problem-Solving: Strong analytical skills to troubleshoot and resolve issues efficiently.
• Customer Service Orientation: A focus on providing excellent customer service and user experience.
• Time Management: Ability to manage multiple support requests while adhering to SLAs.
• Team Collaboration: Ability to work effectively with cross-functional teams and departments.

Key Skills and Qualifications:

• Technical Knowledge: Strong understanding of operating systems (Windows, macOS), office applications (Microsoft Office, Google Workspace), hardware components, and IT troubleshooting.
• Communication Skills: Ability to communicate complex technical issues clearly and concisely to non-technical users.
• Problem-Solving: Strong analytical skills to troubleshoot and resolve issues efficiently.
• Customer Service Orientation: A focus on providing excellent customer service and user experience.
• Time Management: Ability to manage multiple support requests while adhering to SLAs.
• Team Collaboration: Ability to work effectively with cross-functional teams and departments.

Education and Experience:

• Education: A degree in Computer Science, Information Technology, or a related field is preferred but not required.
• Experience: Previous experience in IT support or help desk roles is a plus.
• Certifications: Relevant certifications (e.g., CompTIA A+, Microsoft Certified IT Professional, ITIL) are beneficial.