Assistant Technical Support | alfanar Electric

Description:

• Provide technical support for Microsoft's latest client operating systems (Windows 10, Windows 11, etc.).
• Troubleshoot and resolve network issues, including connectivity problems and configuration errors.
• Diagnose and repair printer issues, including hardware malfunctions and software conflicts.
• Assist in the installation, configuration, and maintenance of hardware and software.
• Respond to user requests for technical assistance via email, phone, and in person.
• Maintain accurate records of repairs, maintenance, and support requests.
• Conduct routine checks and monitor system performance.
• Provide training and guidance to users on the use of IT systems and software.
• Manage IT stock, including inventory tracking and procurement.
• Ensure IT security best practices are followed.
• Utilize IT ticketing systems to track and resolve issues, ensuring all tickets are completed within the approved Service Level Agreement (SLA) time frames.
• Stay up-to-date with the latest technology trends and developments.

Requirements:

• Proven experience in technical support, specifically with Microsoft client operating systems.
• Strong knowledge of network troubleshooting and printer maintenance.
• Familiarity with IT ticketing systems and the ability to resolve tickets within SLA time frames.
• Knowledge of IT stock management.
• Understanding of IT security best practices.
• Excellent problem-solving skills and attention to detail.
• Good communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Relevant
  
  Qualification:
  
  Diploma in IT or Engineering
• Relevant
  
  Certifications:
  
  Microsoft Certified:
  Modern Desktop Administrator Associate, CCNA. CompTIA A+.

Assist in providing 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.

Root Cause Resolution:

• Professionally address enterprise technical issues, resolving the root cause using available resources.

Installation and Configuration:

• Perform installations, configure systems, printers, networks, Wi‑Fi, Bit Locker, and diagnose hardware/software faults.
• Provide support for new application rollouts within defined SLAs to enhance customer satisfaction.

End User Support:

• Extend support to end users on various operating systems, including Windows and Mac OS.
• Deliver enterprise support for on‑site and remote assistance across alfanar sites.

Operations Management:

• Contribute to day‑to‑day service operations through incident management, ensuring operational efficiency.
• Implement IT department policies and processes, meeting SLAs and exceeding customer expectations.

Multi‑Channel Support:

• Collaborate as a key member of the technical support team.
• Provide on‑field support through MS‑Teams, phone, email, and chat to enhance customer experience.

SLA Adherence:

• Follow Service Level Agreement (SLA) targets incidents and problems, ensuring operational efficiency.
• Adhere to service center response time and reliability within agreed tolerance limits.

Security Compliance:

• Prevent logical security incidents and physical security breaches by adhering to established security protocols.
• Collaborate with product support teams during maintenance phases for system stability.

License Compliance:

• Ensure legal compliance of all software used within the site(s) to eliminate risks associated with unauthorized usage.
• Verify installed applications for compliance with IT Department security, governance, and corporate policies.

Knowledge Management:

• Create and maintain knowledge articles/records through ITSM knowledge management, facilitating effective issue resolution.
• Support fellow Technical Support staff by enhancing knowledge search capabilities.

Documentation:

• Document ticket summaries professionally, outlining problem descriptions, proposed solutions, and workarounds using ITSM tools and IT department templates.
• Provide regular management updates on daily/weekly/monthly progress using shared formats/tools.

Problem Identification:

• Document identified issues as potential problems, contributing to root cause analysis and resolution.

HR…