L1 Technical Support Specialist

Position: L1 TECHNICAL SUPPORT SPECIALIST

L1 TECHNICAL SUPPORT SPECIALIST at alfanar

Job Purpose

This position provides hardware and software technical support efficiently, in a timely manner and to quality standards per defined policies and procedures to achieve departmental operational plans and developments.

Technical Support

• Provide enterprise technical support in a professional manner by fixing the root cause of the issue using the resources on hand.
• Perform installations, configure systems, printers, network/Wi‑Fi, Bit Locker, diagnosing hardware/software faults, solving technical problems, supporting roll‑out of new applications to meet given SLA and customer satisfaction.
• Provide support for end users on different operating systems including Windows and Mac OS.
• Provide enterprise support for on‑site and remote support at the assigned IT incident for any alfanar site.
• Work on providing Operations Management support for day‑to‑day service operations using incident management.
• Implement IT department policies and processes when responding to end user support requests within the site(s) in addition to remote support in line with agreed SLA delighting customers on every ticket.
• Serve as contributing member of a high‑performing technical support team by providing our customers with on‑field support via MS‑Teams, Phone, Email and chat support.

SLA Adherence

• Follow Service Level Agreement targets for all operational processes including incidents and problems.
• Follow service‑center response time and reliability within agreed tolerance limits.
• No logical security incidents and No physical security breaches.
• Work in coordination with respective product support teams during maintenance phase to ensure system stability and satisfaction.

Software Compliance

• Ensure all used software within the site(s) is licensed and eliminate any risk of illegal software usage.
• Ensure all installed applications are compliant with IT Department security, governance and corporate policies and standards.

Knowledge Management

• Creating and maintaining knowledge articles/records using ITSM knowledge management to document the knowledge gained and information for other team members to fix future issues.
• Be a team player in supporting fellow Technical Support staff by guiding them on knowledge search enhancements.

Documentation

• Document ticket summary for all assigned tickets in a professional manner on problem description, solution proposed/fixed/workaround using ITSM tool and following IT department templates.
• Provide management updates on daily, weekly, and monthly progress in the formats/tools shared.
• Document relevant issues identified as a problem to get the analysis on fixing the root cause.

HR Proficiency

• Ability to obtain updated soft and technical skills related to the job.

Delivery

• Perform planned activities to meet operational and development targets as per delivery schedules.
• Utilize resources effectively to achieve objectives within efficient cost and time.
• Provide periodic reports formatted detailing deviations and execution of planned tasks.

Problem‑Solving

• Solve any related problems that arise and elevate any complex operational issues.

Quality

• Ensure quality requirements to develop effective quality control and processes including specifications for products or processes or related activities.

Business Process Improvements

• Coordinate well‑defined written systems, policies, procedures, and seek automation opportunities as much as possible.

Compliance

• Comply with related policy and procedures and work instructions.

Health, Safety, and Environment

• Ensure compliance of relevant safety, quality, and environmental management procedures and controls within defined area of work activity to guarantee safety, legislative compliance, and delivery of high‑quality products/services.

Qualifications

• Academic qualification:
  Bachelor Degree in Computer Science or any relevant field.
• Work experience:
  
  2 to 4 years technical / functional.
• Technical / Functional competencies: data security, encryption tools/techniques; emerging network technology; help desk technologies; technical tools and products; technology industry knowledge; technology platforms.

Profile Description

Alfanar is a Saudi company with an…