The job role is responsible for supporting employees with all IT-related technical support issues to determine the nature of the problem, diagnose hardware or software issues, provide effective assistance, and maintain strong customer relationships. He/she must be knowledgeable in a broad, constantly evolving assortment of Information Technology, policies, and procedures, and possess the maturity and reliability to provide user support accurately and consistently. Responsibilities include IT troubleshooting and problem-solving wherever possible, taking ownership of calls, and researching solutions. Additionally, he/she will be involved in testing applications on the new desktop build.
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Responsibilities
- Maintain services by measuring and monitoring availability, latency, and overall system health. Troubleshoot issues and analyze system performance.
- Respond to alarms/alerts promptly to service issues and requests.
- Ensure a high level of service availability and possess the ability to diagnose server or network alerts, events, and issues.
- Communicate and liaise with all product teams; notify appropriate parties immediately of any issues that may affect efficient operations.
- Proactively support the underlying application infrastructure technology estate, reducing service risk, inefficiencies, problems, and bugs.
- Ensure required reactive and proactive activities are undertaken to ensure the SRE team contributes to the successful meeting of SLAs in relation to service availability.
- Read technical manuals, confer with users, and conduct computer diagnostics to investigate and resolve problems and provide technical assistance and support.
- Desire to learn and develop all necessary technical skills.
- Confer with staff, users, and management to establish requirements for new systems or modifications.
- Develop training materials and procedures and/or train users in properly using hardware and software. Respond to user requests and provide L1 support.
Requirements
- Preferred qualifications include a tertiary-level qualification from an internationally recognized institution.
- Recommended to have 3 to 5 years of equivalent experience where required competencies and experience have been demonstrated.
- An experienced professional who can deliver on difficult technical tasks.
- Has project implementation experience.
- Is self-sufficient at work and could be given small project responsibility.
- Has provided technical supervision to junior staff in the past.
Technical Competencies
- Customer Service Management
- Data Mining & Modelling
- Help Desk Support Troubleshooting
Behavioral Competencies
- Communication
- Flexible
- Learning Agility
- Analytical Skills
Location
Riyadh, Saudi Arabia
