Long Description Job Summary
To deliver world class 1st/2nd level technical support related to all key
services & systems supported by IT. Support may be given via telephone,
remotely, email, or on-site visit.
Job Responsibilities
Support the end user client environment such as desktops, laptops, mobiles, IP
phones, and client applications.
Incident troubleshooting, analysis, resolution, and escalation.
To provide single and quality point of contact for IT customers
Monitor the status and progress toward resolution of all open incidents
Perform classification, prioritizing of incidents dependent on the impact of
issue
Quick and efficient handling of IT incidents and service request on first
contact
Work closely across IT team in Kuwait and locally in achieving common goals
Develop knowledge of client business and IT environment with the goal of
increasing first-call resolution rates.
Basic Active Directory knowledge. Creating user accounts, reset passwords,
create groups etc.
To Arrange for external technical support where problems cannot be resolved in
house
Good knowledge on network area, understand network switching and routing
Can handle calls related to iMac and understands Mac platform.
Understanding on the basic Mac technologies (drop box, data transfer, OS
upgrades etc…)
Should have knowledge on Microsoft surface Hubs (configurations and setup)
Can trouble shooting Windows and iMac platforms
Desktop hardware, software applications, operating systems and network
connectivity.
Problem solving – Resolve problems while maximizing efficient use of computing
resources
Candidate Requirements
Bachelors degree in Computer Science
5 - 6 years of experience with networking & service delivery
Certifications as IT IL will be an added advantage
Good technical knowledge
PC Management
Application Deployment
In-depth Knowledge of OS
Office 365 Intermediate Support
Anti-virus end point protecting, managing vulnerabilities
Knowledge of encryption technology, set-up, and support
Mobile devices set-up and support
Communication skills
Customer dealing
Education
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