- Troubleshoot & Resolve Technical issues and incidents
- Escalate incidents to other support groups where appropriate in a timely manner.
- Receive all service request from the end users.
- Provide the first line of support for standard requests.
- Follow up the request through lifecycle and update the Customer/Requestor with the request status.
- Communicate with the Customer/Requestor if the request is denied or once it has been fulfilled.
- Perform operational and administration tasks for entire IT Infrastructure and application
- Diagnose, and perform proper assessment of Network and systems related issues, and their resolution as L1 support in a timely manner.
- Communicate and coordination with the internal / external L2 support team as required for proper escalation of the incidents
- Installation, configuration and troubleshooting for PC’s and IT devices
- Conduct Infrastructure\application performance analysis across different regions and provide the performance reports to management.
- Perform Incidents analysis and diagnostic to find the root cause of the incidents and escalate the repeating incidents to problem management team.
- Answer IT support calls , emails, Tickets providing solutions and/or escalating requests and incidents to designated second level responders.
- Proceed ITSM tickets for IT inquiries\incidents\service requests and follow-ups to ensure tickets are updated and acknowledged to the point of verifying completion and closing them out.
- Perform operational and administration tasks for IT Infrastructure\Applications in different regions using available tools to ensure the high availability.
- Perform Incidents analysis and diagnostic to find the root cause of the incidents and escalate the repeating incidents to problem management team.
- Coordinate with the system owners to deploy the permanent resolution of the problems and update the CMDB and KEDB as required.
Requirements:
BS degree in Computer Science, Engineering, or a related subject Have a minimum 3 years of experience and certificated on the position role Must have good knowledge in Microsoft Office and other desktop related software, LAN/WAN networking basics Must Have a stronge knowledge in CRM Microsoft Dynamics 365, Oracle Fusion Cloud Applications Must have great customer services skills Strong Arabic/English skills responding to end-users issues & problems Strong Arabic/English skills responding to end-users issues & problems Strong Arabic/English skills responding to end-users issues & problems Ability to diagnose PC and laptop and software related issues Willing to work a 24x7 rotational shift
