Job Description
We are looking to recruit an IT Help Desk Technician who provides remote IT technical liaison, in addition to providing support to the customers and troubleshooting issues over the phone and/or emails.
Responsibilities:
- Provide first-line support for helpdesk and all associated processes.
- Provide telephone support for software applications.
- Provide Basic troubleshooting for software problems covered in training.
- Utilize help desk software to maintain an accurate record of all incoming calls, opened incidents, and requests.
- Route call and notify technicians of any critical situation requiring immediate attention.
- Maintain the proper skills necessary to interface with a variety of users regarding specific problems.
- Troubleshoot and provide appropriate solutions to problems.
- Serve as a liaison between customers and the technical department.
- Maintain client confidence and protect operations by keeping information confidential.
- Contribute to team effort by accomplishing related results as needed.
- Perform any other related duties incidental to the work.
Requirements:
- 0-2 years related work experience and customer service experience are preferred.
- College Diploma degree or BSc degree in computer information system or any related field.
- Excellent written and verbal communication skills (Arabic & English languages).
- Only after-hours shifts are available: either 04:30 PM–01:00 AM or 12:00 AM–08:30 AM. The 8:30 AM–5:30 PM shift is not an option.
- Work experience in help desk activities using a help desk software application.
- Knowledge of Database engines (Oracle, MS-SQL).
- Knowledge in operating systems (Unix/Linux and Windows) is preferred.
- Knowledge in Cloud Infrastructure Tools (Docker & Kubernetes) and DevOps Techniques is preferred.
- Knowledge in Application servers (Apache Tomcat, WebLogic, and WebSphere) is a plus.
- Familiar with Networking, HA & Disaster Recovery, Backup & Recovery strategies.
- Strong customer service and excellent interpersonal skills.
- Ability to listen and understand what is being described by the end user as well as the ability to explain problem resolutions when necessary.
- Work with integrity and ethically.
- Uphold organization values.
- Show respect and sensitivity for cultural differences.
