Job Title : Senior Technical Support Engineer.

Purpose : To handle customer calls and assist network, infra and end users issues.

Certification : ITIL.

Job Description :

Responsibilities :

- Attend to all communications to IT Helpdesk (phone, email, Self Service, chat, walk-in).

- Manager the Team of 5-6 members and prepare Monthly shift roaster.

- Apply quality checks and manage SD queue.

- Responsible for achieving response and resolution SLA.

- Prepare monthly reports and share ad-hoc report based on customer expectations.

- Use phone etiquette while dealing with users.

- Excellent communications skills in English & Arabic.

- Provide first level support to users and improve first level resolution percentage.

- Log the calls and requests in the Service Desk System and define severity of the ticket and follow-up.

- Troubleshoot and resolve common IT issues related to hardware, software, network connectivity, and applications.

- Prioritise and manage multiple support requests simultaneously.

- Decide on priorities and impact for the Helpdesk calls and mobilize support team for immediate resolution for high critical incidents.

- Attempt to resolve incidents directly (e.phone or via remote) as 1st level support needed.

- If immediate resolution is not possible, assign requests to second level personnel.

- Communicate with users regarding use of FAQs, Policies, and Procedures.

- Proactively look at root causes for repeated incidents.

- Track progress and provide call status information to users.

- Provide management reports (Statistics, Trend analysis, Corrective Action).

- Perform software installations (individual and group rollouts).

- Manage knowledgebase, FAQs, etc.

- Maintain list of IT Services, Service Assignment Groups, SLAs, KPIs.

- Notify support personnel about variance and update Service Desk System for reasons and justification.

- Improve skills in line with the new technology roll outs in the IT Department.

- Provide guidance to Service Desk Team members and share the knowledge.

- Establish process to facilitate knowledge transfer and foster services sustainability.

- Perform other duties and responsibilities related to the job and as assigned by line Manager.

- Knowledge of ITIL processes is must and certification will be an added advantage.

- Desktop administration activities like Windows installation and administration tasks.

- Promote security awareness among users by educating them about best practices and identifying potential security risks.

Mandatory :

- ITIL certification (Foundation level or higher).

- Experience with ticketing systems (e., Freshworks, ServiceNow, Manage Engine, Ivanti).

- Experience with remote support tools (e., Ivanti, Remote Desktop).

- Familiarity with cloud platforms (e., AWS, Azure, Google Cloud).

- Team lead experience.

- Experience with Active Directory, Exchange, and Office 365.