Escalating competition in a global marketplace. Overflowing inboxes of information. Continuing pressure to improve efficiencies and reduce prices.
Increasing complexity of IT architectures. An expanding convolution of compliance. Without doubt, the current business landscape is more volatile and more challenging than ever before.
Resilience, adaptability and flexibility are the order of the day as enterprises grapple with the realities of doing business today and meeting their key strategic business objectives in the future.
For these reasons, IT is now playing an increasingly central role in the way organizations operate. Depending on the approach taken, IT can be either the great enabler or the proverbial spoke in the wheel in the drive to create high performance workplaces.
Position Specifications :
General Job Description :
We are searching for a highly experienced and flexible individual ready to join our massive technical support team. Reporting to the Technical Support Unit Supervisor, the technical support resource role is to deliver quick reliable state of the art support to end users .
The work environment is televised media where time for errors is not affordable. Thus, the technical support resource must be a quick learner with ability to decode, judge, and act upon situations decisively and quickly.
Job Responsibilities :
1.Provide standard Windows-based Technical Support to end users.
2.Assist users in accessing and resolving desktop computer and telephone hardware and software problems.
3.Solve desktop incidentsproblems related to software, hardware, and consumables.
4.Work with other teams as required to identify and report problems, find incident fixes and validate enhancement requests.
5.Use HP SM7.01 to receive, handle, track, and close Technical Support (TS) calls be from IT Helpdesk or directly from the end user.
6.Create proactive tickets for non-end-user issues.
7.Have the ability to take full ownership and control of an issue without supervision, to develop and maintain excellent relationships with all our end users and colleagues, and to help in continuously improving the support service to maintain a high level of end user satisfaction.
8.Notify Team Leader and Technical Support Unit Supervisor of any potential escalations, and escalate where appropriate.
1.Bachelor's degree in Computer Science, Engineering or a related discipline.
2.Minimum 2-year experience in Technical Support in Windows-based environments.
3.Minimum 1-year experience in IT Service Management working with any ITSM product although HP SM7.01 experience is preferred.
4.Minimum 1-year experience working in the fast-paced televised media environment.
5.Knowledge on the latest information and telecommunication infrastructural technologies and experience in diagnosing and troubleshooting Software and Hardware.
6.Excellent knowledge in PC hardware components with ability to replace faulty parts professionally and experience in installing, configuring PC software / hardware and peripheral.
7.Strong bilingual communication, documentation, and reporting skills (ArabicEnglish).
Additional (Preferred) Technical Qualifications :
1.Being ITIL-knowledgeable and having capability of doing ITIL-based work.
2.Knowledge in HP Service Manager 7.x would be very helpful.
3.ITIL Foundation V3 certification would be very helpful.
4.MCSE certification would be very helpful.
5.Any other Technical-Support-related certification would be helpful.