About the Role
As a First and Second Level Support Engineer at the IT Service Centre, you will be the first point of contact for all IT-related queries. This role requires working in rotational shifts to ensure 24/7 support coverage. You will deliver 5-star service to internal users and provide assistance to external partners. Your focus will be on exceptional customer experience, resolving issues efficiently, and escalating complex problems when necessary.
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Responsibilities
- Respond to user inquiries via phone, email, or ticketing system.
- Diagnose and resolve basic hardware, software, and network issues.
- Escalate complex problems to second-level support when necessary.
- Maintain accurate records of issues and solutions in the service management system.
- Provide guidance and support for standard IT processes and tools.
- Follow established SOPs to ensure consistent and high-quality service delivery.
- Comply with security guidelines and policies at all times.
- Provide remote and on-site assistance to internal users and external partners.
- Utilize and contribute to the knowledge base for efficient issue resolution.
- Coordinate with application and service teams for escalations and complex problem-solving.
- Prepare and submit accurate shift reports detailing activities and incidents.
- Ensure adherence to Operational Level Agreements (OLA) and Service Level Agreements (SLA).
- Demonstrate strong listening skills and patience when handling user concerns.
- Review and analyze common complaints to identify trends and suggest improvements.
- Maintain readiness to work overtime when required for operational needs.
- Deliver exceptional customer service with a focus on professionalism and empathy.
Be part of an Extraordinary Story
Your skills, imagination, and ambition create infinite opportunities to grow and tackle rewarding challenges that build your skills and experience. You have the chance to be part of the future and shape your life while being part of an international community. Here, the impossible is merely a challenge, and together, everything is possible.
Knowledge Skills & Experience
To excel in this role, you should have proven customer-facing experience, showcasing a friendly demeanor and a helpful attitude. The ability to work in a fast-paced environment, manage multiple tasks effectively, and maintain composure under pressure is essential.
- Strong English communication skills, both written and verbal, are required; fluency in Arabic is considered a valuable advantage.
- Excellent interpersonal skills, adaptability, and seamless collaboration with team members are necessary.
- Flexibility to work in rotational shifts (including varying hours and days) and readiness to work overtime when operational needs arise is required.
- A Bachelor’s Degree or Diploma in Computer Science or a related field is mandatory, along with a minimum of 2 years of relevant technical support experience, preferably within an IT services environment and diverse operations.
- Industry certifications such as CCNA, MCSE, and ITIL Foundation will be considered a strong asset.
