Job Description

The scope of work:

• The support team will maintain continuous availability, operating 24/7/365.
• Respond to incoming user inquiries through various communication channels, including phone, email, and live chat, with the goal of providing prompt and accurate solutions to users' technical problems and queries.
• Conduct remote support sessions to diagnose and resolve issues directly, aiming to achieve a minimum remote problem resolution rate of 85%+.
• Provide on-site support and troubleshooting for issues that cannot be resolved remotely.
• Escalate unrelated issues and diligently follow up on their progress.
• Maintain an exhaustive knowledge base comprising troubleshooting guides, frequently asked questions, and regularly updated information. This includes new issues, solutions, best practices, and processes for resolving user problems.
• Keep an up-to-date inventory of all devices, such as PCs, laptops, tablets, mobile phones, and other IT equipment.
• Ensure adherence to licensing agreements and oversee software renewals.
• Generate periodic reports that outline the performance of IT support services, highlighting any significant trends or issues observed during the reporting period.
• In addition to the above-mentioned skill sets, engineers are expected to undertake any other necessary tasks to facilitate the smooth and proper functioning of CLIENT operations, thereby fostering the efficient operation of the ministry's IT infrastructure.

Requirements:

• Technically qualified support engineers must be bilingual, demonstrating proficiency in both the Arabic and English languages.
• Must hold a bachelor's degree in an IT-related field, possess 5+ years of relevant certified experience, and demonstrate strong communication skills.
• Individuals must hold an accredited ITIL certificate as well as any relevant accredited hardware certifications. Attendance certification cannot be considered.
• Experience using SMAX Ticketing System for logging incidents.