IT Support Engineer

Al Rostamani Group

Job Responsibilities

First and Second Level Support

Invest, analyse and resolve incidents/service requests, logged as tickets assigned to Desktop Team, escalated from the first level (Helpdesk).

Problem Management

Identify possible Problems and escalate to the appropriate team (is it the same as one of the IT support helpdesk engineers duties).

Desktop Team Scope Include

Provide support to ARG users in the following areas: Desktops, Laptops, Printers and peripherals;

Software Installation and Configuration;

Orienting end-users with basic usage of IT assets and services, including basic maintenance.

Support ARG & GIT Projects / Demands delivery (define the role inside);

Comply with GIT policies and procedures.

Job Requirements

Qualifications

Bachelor Degree in any field, with Computer related certificates

Experience

1 - 3 year experience with Technical support (onsite and remote)

Solid experience with Hardware (Laptops, Desktops, Printers, Scanners and other peripherals)

Knowledge & Skills

Good technical knowledge and familiarity with IT Infrastructure

Excellent English communication; able to express thoughts between normal language and technical language

Positive and Proactive attitude

Team player

Committed and Hardworking;

Move to key accountabilities

Competent with troubleshooting and resolving incidents/requests

Capable of providing workarounds when resolution is not readily available.

The following skills will be an added advantage:

Active Directory;

Microsoft Exchange;

Manage Engine Products;

ITIL awareness/certification