End User Computing Support Engineer - ISE

Responsibilities
Provide technical support to the enterprise end-user computing environment (configuration, monitoring, service interruption recovery).
Provide level 1 and 2 maintenance and support for end user desktop, laptop, printer, phones, dongles, tablets, projectors, smart boards, video conference suites, IP phones and other end user peripherals based on ISE's policies, processes and procedures.
Respond to telephone calls/emails, escalated services requests and tickets to diagnose problems through discussions with users, including problem recognition, logs, research, isolation, resolution, follow up steps and communication.
Understand and participate in the process of evaluating, prioritizing and resolving customer issues through ISE's Customer Support systems.
Troubleshoot client hardware and software and basic network connectivity problems.
Escalate problems to appropriate support specialists and follow up until completion.
Contribute to the development of operational procedures, user manuals and knowledge base.
Provide all required documentation including standards, configurations and diagrams related to EUC services.
Use internal incident management system to document and manage problems and work requests and their respective resolutions and circumventions.
Perform activities related to the evaluation, analysis and set up of PC-based software products.
Undertake desktop/laptop builds, rebuilds and office moves as required.
Coordinate with internal and external stakeholders to identify hardware defects and resolve software issues.
Maintain asset inventory operations as per ISE's policies and procedures.

Job Requirements:
A minimum of 1 - 2 years of experience in a similar setup is a must.
Fluent in Arabic and English (Written and Spoken).
Bachelor's degree in IT preferred.
Relevant IT certificates such as MCSE Desktop Support or Equivalent.
Knowledge about IT Service Framework.

Company Industry: IT - Software Services

Department / Functional Area: End User Computing Support

Keywords: End User Computing Support Engineer - ISE