Technical Support Specialist

Job Purpose

This position exists to provide hardware and software technical support efficiently, in timely manner and quality standards as per the defined policies and procedures to achieve departmental operational plans and developments.

Key Accountability Areas

Technical Support:

• Provide enterprise technical support in a professional manner by fixing the root cause of the issue using the resources on hand.
• Perform Installations, configuring systems, Printers, Network/Wifi, BitLoker, diagnosing hardware/software faults, solving technical problems, supporting roll-out of new applications to meet given SLA and customer satisfaction.
• Provide support for end users on different operating systems including Windows and Mac OS
• Provide enterprise support for On-site and remote support at the assigned IT incident for any alfanar site
• Work on providing Operations Management support for Day to day service operations using incident management
• Implement IT department policies and processes when responding to end user support requests within the site (s) in addition to remote support in line with agreed SLA delighting customers on every ticket.
• Serve as contributing member of a high performing technical support team by providing our customers with on-field support via MS-Teams, Phone, Email and chat support.

SLA Adherence:

• Follow Service Level Agreement targets for all operational process including incidents and problems
• Follow Service center response time and reliability within agreed tolerance limits
• No logical security incidents and No physical security breaches
• Work in coordination with respective product support teams during maintenance phase to ensure system stability and satisfaction

Software Compliance:

• Ensure we legalize all used software within the site(s) and eliminate any risk in illegal software usage.
• Ensure all installed applications are compliant with IT Department security, governance and corporate policies and standards
• Knowledge Management:
• Creating and maintaining the Knowledge articles/records using ITSM knowledge management to document the knowledge gained and information for other team members to fix the future issues.
• Be a team player in supporting fellow Technical Support staff by guiding them on knowledge search enhancements.

Documentation:

• Document ticket summary for all your assigned tickets in a professional manner on problem description, solution proposed/fixed/workaround by using the ITSM tool and following IT department templates.
• Provide management updates on your daily/weekly/monthly progress in the formats/tools shared.
• Document relevant issues identified as a problem to get the analysis on fixing the root cause.

Role Accountability

HR Proficiency:

Delivery:

Problem-Solving:

Quality:

Business Process Improvements:

Compliance:

Health, Safety, and Environment:

Academic Qualification

Work Experience

Technical / Functional Competencies