Technical Support

Job Description:

The Support Technician (دعم فني) position is vital for maintaining the performance and reliability of our technical infrastructure. The ideal candidate will exhibit exceptional technical proficiency, underscored by a strong foundation in computer skills and a comprehensive understanding of troubleshooting methodologies. This role requires a proactive approach in receiving, documenting, and resolving technical issues reported by users while providing exemplary support to the Technical Director. The successful candidate must demonstrate excellent communication skills to effectively liaise with technical staff and end-users, ensuring that all inquiries are addressed promptly and efficiently. Additionally, the candidate should be capable of performing root cause analysis to prevent recurrence of issues, contributing to process improvements within the technical support team.

Job Requirements:

• Bachelor's degree in Technical Support or a related field.
• A minimum of three years of hands-on experience in technical support or IT helpdesk roles.
• Proven ability to effectively utilize computer systems and software relevant to the organization’s operational environment.
• Demonstrated experience in receiving and managing technical requests through formal channels.
• Strong analytical skills to identify, diagnose, and resolve technical issues swiftly and efficiently.
• Experience in providing assistance to senior technical staff, including knowledge transfer and documentation support.
• Familiarity with various operating systems, applications, and hardware configurations.
• Strong understanding of service level agreements (SLAs) and their managerial implications.
• Bi-lingual proficiency in Arabic and English, both spoken and written.

Job Responsibilities:

• Receive, log, and prioritize incoming technical support requests from users, ensuring high levels of satisfaction are maintained through timely responses.
• Diagnose and resolve software and hardware issues, effectively utilizing problem-solving skills to minimize downtime for users.
• Provide assistance to the Technical Director, helping in the management of technical projects or deployments as necessary.
• Maintain detailed records of all technical support interactions, including problem resolution steps and follow-up actions.
• Analyze support ticket trends to identify potential areas for training and development within the team or organization.
• Conduct regular follow-ups with users to ensure continued satisfaction with issue resolution and to anticipate future needs.
• Collaborate with cross-functional teams to implement system upgrades and enhancements in line with user feedback and technological advancements.
• Participate in training sessions and knowledge-sharing initiatives to elevate the team's technical expertise and response capabilities.
• Maintain a comprehensive inventory of technical resources and tools available for user support.

Required Skills:

• Advanced proficiency in computer operations, encompassing both hardware and software troubleshooting techniques.
• Exceptional interpersonal skills that facilitate effective communication with technical and non-technical staff alike.
• Strong organizational abilities to manage multiple tasks and prioritize workloads effectively.
• Ability to work independently as well as collaboratively in a team-oriented environment.
• High attention to detail, ensuring completeness and accuracy in documentation and reporting.
• Initiative and self-motivation to stay updated with new technologies and advancements in technical support.
• Capacity for adapting to rapidly changing situations and environment with a positive attitude.
• Problem-solving orientation, capable of thinking creatively under pressure to develop effective solutions.
• Demonstrated commitment to customer service excellence and user empowerment.