IT Specialist

RATP Dev

RESPONSIBILITIES/DUTIES

User Support & Issue Resolution

• Provide first-line support by receiving and accurately diagnosing user incidents, ensuring that problems are clearly understood before initiating corrective actions.
• Resolve issues independently whenever possible and escalate cases promptly to higher support levels if the resolution is beyond the assigned authority or expertise.
• Ensure that all communication with users is carried out in a clear, professional, and service-oriented manner, reinforcing user confidence in the IT function.
• Participate actively in on-call or after-hours support schedules, providing continuity of IT services outside regular working hours.

Service Management

• Adhere to and help enforce established Service Level Agreements (SLAs), ensuring that user requests and incidents are addressed within agreed timeframes.
• Document all actions taken in response to incidents or service requests, maintaining accurate records in the ticketing and tracking systems.
• Assist in managing IT tools, equipment, and resources, ensuring they are maintained in proper working condition and used responsibly.
• Carry out additional duties assigned by the IT Support Supervisor, supporting the team s overall goals and operational priorities.

Safety Responsibilities

• Promote a positive safety culture within the workplace and attend any safety-related meetings or briefings as required within the job role.
• Comply with the requirements of RDMC RQHSE Policy and Safety Management System.
• Be mindful that Safety, Security, and Environmental protection are everyone s responsibility.
• All staff members are accountable for reporting and intervening in any Safety, Security, or Environmental violations.

ESSENTIAL QUALIFICATIONS, KNOWLEDGE & EXPERIENCE

Qualifications

• Bachelor s degree in computer science, IT, computer engineering, or any related field.
• A strong command of both English and Arabic is required, with fluency in speaking, reading, and writing. Knowledge of French is considered an additional advantage.
• Solid knowledge of Microsoft Office applications and their practical use in a business environment.
• Familiarity with Microsoft Desktop Operating Systems and Windows Server administration is required to effectively support end users.

Knowledge

• A working understanding of computer networking, including the basic configuration and troubleshooting of switches, routers, and wireless access points.
• Familiarity with the operation and maintenance of print drivers, print servers, and multifunction printers.
• Ability to communicate emerging problems or recurring issues to supervisors in a timely and structured manner.
• Demonstrated ability to interpret and work with technical documentation, including work orders, instruction sheets, and system-related manuals.
• Awareness of IT and software assurance practices, including cyber security, system recovery, software licensing, and IT security fundamentals.

Experience

• 3-5 years professional experience in an IT support or technician role.
• Hands-on experience in supporting and troubleshooting Windows Operating Systems, O365 Suite of Applications, and general computer hardware.
• Exposure to enterprise applications and systems such as ERP systems, SharePoint, Maximo, and MS O365.
• Experience in monitoring, supporting, and maintaining computers, software applications, and accessories in a professional setting.
• Practical experience working with service delivery based on SLAs, ensuring responsiveness and accountability.