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Support the end user client environment such as desktops, laptops, mobiles, IP phones, and client applications.
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Incident troubleshooting, analysis, resolution, and escalation.
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To provide single and quality point of contact for IT customers
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Monitor the status and progress toward resolution of all open incidents
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Perform classification, prioritizing of incidents dependent on the impact of issue
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Quick and efficient handling of IT incidents and service request on first contact
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Work closely across IT team in Kuwait and locally in achieving common goals
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Develop knowledge of client business and IT environment with the goal of increasing first-call resolution rates.
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Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.
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To Arrange for external technical support where problems cannot be resolved in house
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Good knowledge on network area, understand network switching and routing
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Can handle calls related to iMac and understands Mac platform.
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Understanding on the basic Mac technologies (drop box, data transfer, OS upgrades etc…)
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Should have knowledge on Microsoft surface Hubs (configurations and setup)
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Can trouble shooting Windows and iMac platforms
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Desktop hardware, software applications, operating systems and network connectivity.
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Problem solving – Resolve problems while maximizing efficient use of computing resources
