SPECIALIST, TECHNICAL SUPPORT

alfanar Group; Riyadh; On-site; SAR 60,000 - 80,000; Full time

Job summary

A leading technology solutions provider in Riyadh is seeking a Technical Support Specialist to deliver high-quality technical support to end-users, ensuring adherence to service level agreements and compliance with all software security policies. The role requires a bachelor's degree in Computer Science or a related field and 2-4 years of experience in technical support. Responsibilities include troubleshooting various technical issues, documenting incidents, and contributing to knowledge management efforts.

Qualifications

• 2 to 4 years of experience in technical support or related field.
• Ability to work on both Windows and Mac OS environments.
• Experience with incident management and ITSM tools.

Responsibilities

• Provide enterprise technical support efficiently.
• Follow Service Level Agreement targets.
• Ensure compliance with software security policies.

Skills

Technical Support

Problem-Solving

Documentation

Data Security

Education

Bachelor Degree in Computer Science or Any relevant field

Tools

Help Desk Technologies

Data Security Encryption Tools/Techniques

Job description

Job Purpose

This position exists to provide hardware and software technical support efficiently, in timely manner and quality standards as per the defined policies and procedures to achieve departmental operational plans and developments.

Key Accountability Areas

Technical Support:

• Provide enterprise technical support in a professional manner by fixing the root cause of the issue using the resources on hand.
• Perform Installations, configuring systems, Printers, Network/Wifi, BitLoker, diagnosing hardware/software faults, solving technical problems, supporting roll-out of new applications to meet given SLA and customer satisfaction.
• Provide support for end users on different operating systems including Windows and Mac OS
• Provide enterprise support for On-site and remote support at the assigned IT incident for any alfanar site
• Work on providing Operations Management support for Day to day service operations using incident management
• Implement IT department policies and processes when responding to end user support requests within the site (s) in addition to remote support in line with agreed SLA delighting customers on every ticket.
• Serve as contributing member of a high performing technical support team by providing our customers with on-field support via MS-Teams, Phone, Email and chat support.

SLA Adherence:

• Follow Service Level Agreement targets for all operational process including incidents and problems
• Follow Service center response time and reliability within agreed tolerance limits
• No logical security incidents and No physical security breaches
• Work in coordination with respective product support teams during maintenance phase to ensure system stability and satisfaction

Software Compliance:

• Ensure we legalize all used software within the site(s) and eliminate any risk in illegal software usage.
• Ensure all installed applications are compliant with IT Department security, governance and corporate policies and standards

Knowledge Management:

• Creating and maintaining the Knowledge articles/records using ITSM knowledge management to document the knowledge gained and information for other team members to fix the future issues.
• Be a team player in supporting fellow Technical Support staff by guiding them on knowledge search enhancements.

Documentation:

• Document ticket summary for all your assigned tickets in a professional manner on problem description, solution proposed/fixed/workaround by using the ITSM tool and following IT department templates.
• Provide management updates on your daily/weekly/monthly progress in the formats/tools shared.
• Document relevant issues identified as a problem to get the analysis on fixing the root cause.

Role Accountability

HR Proficiency:

• Ability to obtain updated soft and technical skills related to the job.

Delivery:

• Perform the planned activities to meet the operational and development targets as per delivery schedules.
• Utilize resources effectively to achieve objectives within efficient cost and time.
• Provide a periodic report formatted by detailing the deviation and execution of planned tasks.

Problem-Solving:

• Solve any related problems arise and escalate any complex operational issues.

Quality:

• Ensure quality requirements to develop effective quality control and processes including specifications for products or processes or related activities.

Business Process Improvements:

• Coordinate well-defined written systems, policies, procedures, and seek automations opportunities as much as possible.

Compliance:

• Comply to related policy and procedures and work instructions.

Health, Safety, and Environment:

• Ensure compliance of relevant safety, quality, and environmental management procedures and controls within defined area of work activity to guarantee safety, legislative compliance, and delivery of high-quality products/services.

Academic Qualification

Bachelor Degree in Computer Science or Any relevant field

Work Experience

2 to 4 Years

Technical / Functional Competencies

• Data Security Encryption Tools/Techniques
• Emerging Network Technology
• Help Desk Technologies
• Technical Tools and Products
• Technology Industry Knowledge
• Technology Platforms