Long Description

Job Summary

To deliver world class 1st/2nd level technical support related to all key services & systems supported by IT. Support may be given via telephone, remotely, email, or on-site visit.

Job Responsibilities

• Support the end user client environment such as desktops, laptops, mobiles, IP phones, and client applications.

• Incident troubleshooting, analysis, resolution, and escalation.

• To provide single and quality point of contact for IT customers

• Monitor the status and progress toward resolution  of all open incidents

• Perform classification, prioritizing of incidents dependent on the impact of issue

• Quick and efficient handling of IT incidents and service request on first contact

• Work closely across IT team in Kuwait and locally in achieving common goals

• Develop knowledge of client business and IT environment with the goal of increasing first-call resolution rates.

• Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.

• To Arrange for external technical support where problems cannot be resolved in house

• Good knowledge on network area, understand network switching and routing

• Can handle calls related to iMac and understands Mac platform.

• Understanding on the basic Mac technologies (drop box, data transfer, OS upgrades etc…)

• Should have knowledge on Microsoft surface Hubs (configurations and setup)

• Can trouble shooting Windows and iMac platforms

• Desktop hardware, software applications, operating systems and network connectivity.

• Problem solving – Resolve problems while maximizing efficient use of computing resources

Candidate Requirements

• Bachelors degree in Computer Science
• 5 – 6 years of experience with networking & service delivery
• Certifications as IT IL will be an added advantage
• Good technical knowledge
• PC Management
• Application Deployment
• In-depth Knowledge of  OS
• Office 365 Intermediate Support
• Anti-virus end point protecting, managing vulnerabilities
• Knowledge of encryption technology, set-up, and support
• Mobile devices set-up and support
• Communication skills
• Customer dealing

Education