About the Role
As the first level of IT technical support for the company users, you will be responsible for addressing hardware and software issues to facilitate the smooth operation of the company. Your role includes maintaining all hardware devices and software to ensure standardization across the organization.
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Accountabilities
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Hardware & Software Issues/Requests:
- Receive and address the company users’ software and hardware issues/requests via e-mail, system alerts, etc., resolving them within the agreed Service Level Agreement (SLA) or reassigning to the appropriate IT team.
- Prepare the receiving form for the company users for new hardware received and archive all related documents to ensure proper asset management.
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New Hires:
- Process tickets received from supervisors for new hires, including creating email users, installing Windows, approved applications, and granting access on the business domain to ensure IT services match job profiles.
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Hardware & Software Maintenance:
- Ensure maintenance of the company hardware by checking warranty expiry dates and specifications, preparing receiving forms to be signed by vendors, and communicating with contracted vendors for on-time maintenance.
- Maintain the IT support asset inventory by reviewing hardware as per the monthly periodic maintenance plan, processing new hardware devices, and preparing equipment for use to meet business requirements.
- Manage users’ software and applications (such as antivirus, Microsoft Office, etc.) by ensuring timely updates in accordance with the monthly periodic maintenance plan to prevent conflicts with outdated versions and ensure compatibility with business needs.
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Trends & Technologies:
- Stay updated with new trends and technologies in the IT field.
Employee duties are not limited to the above-mentioned accountabilities; additional tasks may be assigned as required.
Work Environment
- Indoors: 100%
- Outdoors: 0%
- Working Days: 5 Days
- Days Off: 2 Days
- Working Hours: 8:00 AM – 6:00 PM (1-hour break; on-call)
Job Requirements
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Education:
- BSc in IT or a related field
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Experience:
- 1 - 2 years of experience in IT support
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Computer Skills:
- Proficient in MS Office Suite
- Basic networking knowledge
- Windows installation expertise
- Infrastructure knowledge
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Languages:
- Proficient in English
- Proficient in Arabic
