Main Responsibilities
* Respond to employee's requests for technical issues via logged tickets, emails, or phones.
* Answer employee's inquiries and questions using available information resources and advise them on the best practices and actions.
* Follow standard help desk processes and procedures.
* Diagnose remotely and provide basic troubleshooting of the issue reported.
* Perform hardware and software installations & updates.
* Troubleshoot desktops, laptops, IP phones, printers and networks problem.
* Handling appropriate escalations within the agreed service level of the requests.
* Escalate issues or outages & unresolved problems to a higher level of support or the dedicated teams.
* Provide essential online security advice and support
* Following up on open tickets until closure.
* Generate the daily required reports via the applications.
* Performs miscellaneous job-related duties as assigned.
Competencies and Professional Background
* BS degree in Information Technology, Computer Science or equivalent.
* Level of English: Excellent Level.
* Experience in IT 1 year minimum.
* knowledge of computer programs and hardware.
* Excellent verbal & written communication
* Excellent analytical skills to troubleshoot technical issues
* Exceptional problem-solving skills.
* Excellent organizational and time management skills.
* interpersonal & presentation skills.
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