Job Description

Job Objective

One sentence summary of the main objective of the job, the most important activities and the means

and guidelines to obtain the objectives.

The Technical Support Specialist will be the point of escalation for the GEPD Service Desk for all

issues that require onsite visit or problems that cannot be resolved in the Service Desk time

requirements. The responsibilities include responding to Level 1-3 technical support incidents and

requests as well as performing troubleshooting procedures and solving technical problems on Office,

Windows 10 and various commercial and client proprietary software. Technician will also utilize

remote access to client PCs to resolve complex issues. Technician will process and manage customer

contacts using telephone, web, email, chat or by the Service Desk ticketing system

Environment

Internal and external interactions i.e.: with other departments/divisions, international scope,

providers, customers)

Internal: GEPD management, plasma procurement, manufacturing, sales, finance, logistics, and

procurement.

External: Vendors and governmental authorities.

Key responsibility

Troubleshoot and resolve hardware and software problems on desktops, laptops and other various

computing equipment and devices related to Windows 10 and Office.

Diagnose hardware issues, order parts, and replace faulty components.

Answering user questions directly related to Windows 10, Office, and other supported

applications.

Use SCCM to push and install approved corporate applications.

Troubleshoot and resolve issues related to software and hardware compatibility.

Face to face and hands-on troubleshooting are required.

Resolve a wide range of software issues remotely using remote tools such as SCCM Remote &

Teams

Follow detailed technical instructions to ensure adherence to corporate quality standards.

Document all issues using the Service Desk ticketing system.

Escalate unresolved calls to the next-level support team using the Service Desk ticketing system.

Take ownership of user problems and follow up on the status of problems on behalf of the user,

and communicate progress in a timely manner.

Maintain a high degree of customer service for all support queries and adhere to all service

management principles

Publishing support documentation to assist staff with requests for information & provide staff

training if required.

Use Active Directory and Exchange Management Console for managing users, groups &

computers.

Reimage laptops and desktops as needed following company policy.

Installation of network MFD printers.

Responsible of reception of equipment, warehouse inventory and access control.

Custody of computers to be assigned to new hiring employees.

Academic experience required

Associate/Bachelor's Degree.

2 of 3

Professional Experience Required

Minimum 3 years of experience providing end-user support in an enterprise environment.

Strong working knowledge of Windows 10 and Office (2016 and 365).

Working knowledge of network and PC operating systems.

Working knowledge of TCP/IP.

Hardware & Software troubleshooting experience required.

Prior experience with enterprise systems with 500 or more users preferred.

Associate's degree preferred or a combination of equivalent experience (3 years) and certifications.

The following certification or comparable valid ones: MCSA Windows 10.

Computing Skills

Excellent command of all Microsoft Office applications.

Experience in ERP systems; SAP experience preferred.

Personal Skills

Excellent verbal and written communication skills.

Ability to multitask in a fast-paced, high-pressure environment.

Ability to quickly learn new technologies as they are introduced.

Strong technical troubleshooting skills.

Ability to interact effectively with employees at all levels.

Ability to help end users in stressful, hurried situations.

Willing to learn new skills very quickly.

Languages

Excellent written and spoken English and Arabic