IT Support Specialist
2 weeks ago
- Independently providescomplex technical support to AU staff members andstudents.
- Provide onsite support where requiredand play a key role in maintaining and improving the knowledgestandards.
ESSENTIAL DUTIES& RESPONSIBILITIES:
- Investigates, and resolves softwareproblems on AU computer systems; performs software repairs,maintenance, technical assistance, and support on a wide range ofPC-based computers and peripherals.
- Providestechnical assistance, support, and troubleshooting in theresolution of system communications failures andconflicts.
- Provides general and in-depthguidance, assistance, and support to users as requested, on diversesoftware/applications and operatingsystems.
- maintains a high standard of customerservice in dealing with and responding toquestions.
- Performs routine, day-to-dayhardware and software maintenance as assigned, and assists inutilization of systems.
- Works on the ordersuntil completion or escalate to the senior technicalsupport.
- Restores and configure the mass numberof PCs via the Image backup solutions which are created by thesenior technical support.
- Follow-ups and fullydocument individual cases via helpdesksoftware.
- Provides Technical support tousers’ PCs/Devices which may require access tocritical/confidential data.
- Provides technicalsupport on IT equipment during events, seminars, workshops, andvideo conferences
- Resolves users’technical issues assigned through thehelpdesk.
- Performs miscellaneous job-relatedduties as assigned .
QUALIFICATIONS& EXPERIENCE:
- Bachelor's degree in Computerfield.
- 1-3 years experience intechnical/software support.
KNOWLEDGE &SKILLS:
- Computing studiesskills.
- Information systemsskills.
- Knowledge of anorganization’s computingsystems.
- Verbal and written communicationskills in both languages, English andArabic.
- Listening ability andpatience.
- Customer service and relationshipmanagement experience.
Desired candidate profile
- Bachelor’s degree in ComputerScience, Information Technology, or a related field; relevantcertifications (e.g., CompTIA A+, Microsoft Certified Professional)are aplus.
Experience:
- Previousexperience in an IT support or help deskrole.
- Familiarity with a variety of operatingsystems, hardware, and softwareapplications.
KeySkills:
- Strongtroubleshooting and problem-solving skills for diagnosing andresolving technical issues.
- Excellent customerservice skills to assist users effectively andpatiently.
- Ability to document and managesupport tickets using IT service managementtools.
InterpersonalSkills:
- Strongcommunication skills to convey technical information tonon-technical users.
- Ability to workcollaboratively in a team environment andindependently.
- Adaptability to changingpriorities andtechnologies.
TechnicalSkills:
- Proficiency inWindows and macOS operating systems, as well as common softwareapplications (e.g., Microsoft Office, GoogleWorkspace).
- Experience with networkingconcepts, hardware installation, and basic serveradministration.
- Familiarity with remote supporttools andtechniques.
PersonalAttributes:
- Detail-orientedwith a focus on quality and accuracy in alltasks.
- Strong work ethic and commitment tocontinuous learning and professionaldevelopment.
- Ability to handle stressfulsituations calmly andeffectively.
Responsibilities:
- Providetechnical support to end-users via phone, email, andin-person.
- Troubleshoot hardware and softwareissues, escalating complex problems asneeded.
- Install, configure, and maintaincomputer systems and peripheral devices.
- Assistwith the setup of new employees, including hardware and softwareprovisioning.
- Maintain documentation fortroubleshooting processes, user guides, and inventorymanagement.
- Participate in IT projects andinitiatives as needed.
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