Assistant Technical Support | alfanar Electric

Job description:

Job Purpose

Assist in providing 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

Root Cause Resolution:

• Professionally address enterprise technical issues, resolving the root cause using available resources.

Installation and Configuration:

• Perform installations, configure systems, printers, networks, Wi-Fi, BitLocker, and diagnose hardware/software faults.
• Provide support for new application rollouts within defined SLAs to enhance customer satisfaction.

End User Support:

• Extend support to end users on various operating systems, including Windows and Mac OS.
• Deliver enterprise support for on-site and remote assistance across alfanar sites.

Operations Management:

• Contribute to day-to-day service operations through incident management, ensuring operational efficiency.
• Implement IT department policies and processes, meeting SLAs and exceeding customer expectations.

Multi-Channel Support:

• Collaborate as a key member of the technical support team.
• Provide on-field support through MS-Teams, phone, email, and chat to enhance customer experience.

SLA Adherence:

• Follow Service Level Agreement (SLA) targets incidents and problems, ensuring operational efficiency.
• Adhere to service center response time and reliability within agreed tolerance limits.

Security Compliance:

• Prevent logical security incidents and physical security breaches by adhering to established security protocols.
• Collaborate with product support teams during maintenance phases for system stability.

License Compliance:

• Ensure legal compliance of all software used within the site(s) to eliminate risks associated with unauthorized usage.
• Verify installed applications for compliance with IT Department security, governance, and corporate policies.

Knowledge Management:

• Create and maintain knowledge articles/records through ITSM knowledge management, facilitating effective issue resolution.
• Support fellow Technical Support staff by enhancing knowledge search capabilities.

Documentation:

• Document ticket summaries professionally, outlining problem descriptions, proposed solutions, and workarounds using ITSM tools and IT department templates.
• Provide regular management updates on daily/weekly/monthly progress using shared formats/tools.

Problem Identification:

• Document identified issues as potential problems, contributing to root cause analysis and resolution.

Role Accountability

HR Proficiency:

• Ability to obtain updated soft and technical skills related to the job

Delivery:

• Perform the planned activities to meet the operational and development targets as per delivery schedules.
• Utilize resources effectively to achieve objectives within efficient cost and time.
• Provide a periodic report formatted by detailing the deviation and execution of planned tasks.

Problem-Solving:

• Solve any related problems arise and escalate any complex operational issues.

Quality:

• Ensure quality requirements to develop effective quality control and processes including specifications for products or processes or related activities.

Business Process Improvements:

• Coordinate well-defined written systems, policies, procedures, and seek automations opportunities as much as possible.

Compliance:

• Comply to related policy and procedures and work instructions.

Health, Safety, and Environment:

• Ensure compliance of relevant safety, quality, and environmental management procedures and controls within defined area of work activity to guarantee safety, legislative compliance, and delivery of high-quality products/services.

Academic Qualification Diploma Degree in Computer Science Work Experience Fresher - 0-2 years Technical / Functional Competencies Desktop Operating Systems Desktop Network Protocols

Profile description:

Alfanar is a Saudi company with an international presence, primarily engaged in the manufacturing and trading of a wide variety of low, medium, and high voltage electrical products, in addition to its portfolio of conventional and renewable energy solutions, oil and gas, water treatment, infrastructure, technical services, and digital solutions.

The hub of alfanar’s manufacturing operations is Medinet alfanar Alsinaiya, a 700,000 square-meter complex located in Riyadh. The complex houses an array of ultra-modern manufacturing facilities and laboratories equipped with state-of-the-art technologies and staffed with highly skilled professionals.

alfanar derives its success from its commitment to providing the highest quality standards to its customers, and the continuous development of its human capital, who alfanar considers its most valuable asset. With this in mind, alfanar promotes a proactive work environment where its employees are always valued, nurtured, and empowered to fuel their pride in being part of alfanar.

For more information about alfanar, please visit alfanar.com