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
