Job Title :Senior Technical Support Engineer

Purpose:To handle customer calls and assist network, infra and end users issues 

Certification: ITIL

Responsibilities :

• Attend to all communications to IT Helpdesk (phone, email, Self Service, chat, walk-in) 
• Manager the Team of 5-6 members and prepare Monthly shift roaster 
• Apply quality checks and manage SD queue. 
• Responsible for achieving response and resolution SLA 
• Prepare monthly reports and share ad-hoc report based on customer expectations. 
• Use phone etiquette while dealing with users 
• Excellent communications skills in English & Arabic 
• Provide first level support to users and improve first level resolution percentage. 
• Log the calls and requests in the Service Desk System and define severity of the ticket and follow-up. 
• Troubleshoot and resolve common IT issues related to hardware, software, network connectivity, and applications. 
• Prioritise and manage multiple support requests simultaneously. 
• Decide on priorities and impact for the Helpdesk calls and mobilize support team for immediate resolution for high critical incidents. 
• Attempt to resolve incidents directly (e.g. phone or via remote) as 1st level support needed. 
• If immediate resolution is not possible, assign requests to second level personnel 
• Communicate with users regarding use of FAQs, Policies, and Procedures. 
• Proactively look at root causes for repeated incidents. 
• Track progress and provide call status information to users  
• Provide management reports (Statistics, Trend analysis, Corrective Action) 
• Perform software installations (individual and group rollouts) 
• Manage knowledgebase, FAQs, etc. 
• Maintain list of IT Services, Service Assignment Groups, SLAs, KPIs. 
• Notify support personnel about variance and update Service Desk System for reasons and justification. 
• Improve skills in line with the new technology roll outs in the IT Department 
• Provide guidance to Service Desk Team members and share the knowledge 
• Communicate with users regarding new services, planned service disruptions and other bulletin messages 
• Establish process to facilitate knowledge transfer and foster services sustainability 
• Perform other duties and responsibilities related to the job and as assigned by line Manager. 
• Knowledge of ITIL processes is must and certification will be an added advantage. 
• Desktop administration activities like Windows installation and administration tasks. 
• Promote security awareness among users by educating them about best practices and identifying potential security risks.

Mandatory:

• ITIL certification (Foundation level or higher). 
• Experience with ticketing systems (e.g., Freshworks, ServiceNow, Manage Engine, Ivanti). 
• Experience with remote support tools (e.g., Ivanti, Remote Desktop). 
• Familiarity with cloud platforms (e.g., AWS, Azure, Google Cloud). 
• Team lead experience 
• Experience with Active Directory, Exchange, and Office 365.