IT Support & Helpdesk Engineer 

Job Purpose

The main responsibility of IT Support & Helpdesk Engineer is to be the end-user’s first point of contact with IT Help Desk (SANAD) and provide first line support for minor incidents/requests. This role will be backup for 2nd line IT Support Engineers and Senior Management support.

Job Responsibilities

Incident Management
• Update and assign tickets received through SANAD
• Log tickets, both incidents and service requests, reported by end-users;
• Assign tickets to appropriate Teams and Engineers;
• Minimize impact of incidents on operations through escalations and reporting.
First Level Support
• First point of contact; provide information requested by end-users regarding IT services;
• Provide first level resolution of tickets.
Problem Management
• Recognize and identify possible Problems and escalate to the appropriate team.
• Support ARG & GIT Projects / Demands delivery;
• Comply with GIT policies and procedures.

Job Requirements

Qualifications
• Bachelor Degree in any discipline, with certification in related field

Experience
• 2 – 5 year experience with Technical support (onsite and remote)
• Solid experience with Hardware (Laptops, Desktops, Printers, Scanners and other peripherals)

Knowledge & Skills
• Good technical knowledge and familiarity with IT Infrastructure
• Excellent English and communication; able to express thoughts between normal language and technical language
• Positive and Proactive attitude
• Team player
• Committed and Hardworking
• Competent with troubleshooting and resolving incidents/requests
• Capable of providing workarounds when resolution is not readily available.
The following skills are an added advantage:
• Hardware / software configurations/installation and troubleshooting
• Active Directory
• Microsoft Exchange
• Service Desk Plus (Manage Engine) Software.