Technical Support

الوصف الوظيفي
The main purpose of this position is to provide the second line support to AlMajdouie information technology users especially for the tasks that need higher technical skills and investigation or physical involvement with the users.
Main Duties & Responsibilities:
 Investigating and resolving Incidents according to agreed priorities and timescales, and to agreed standards.
 Performing tasks as part of Change Management including risk & impact assessments, build & test, implementation, rollback of failed Changes, identifying the need for Emergency Changes.
 Performing investigations into the root causes of Problems in Problem Management, developing workarounds and permanent resolutions, raising change request.
 Building and testing new releases, rolling out the releases, rolling back releases if necessary.
 Carrying out on-site support activities whenever required
 Providing technical support related to PC hardware, operating systems, and standard applications.
 Liaising with the Security Manager on receipt of a new security patch or the identification of a new security vulnerability.
 Identifying and implementing mitigation actions for identified vulnerabilities.
 Testing security patches in an isolated environment
 Performing the tasks delegated from the applications and infrastructure teams to level 2 support.
 Performing the daily operational activities delegated to them.

المهارات
Knowledge and Competencies:
Desired Competencies:
 Proficiency in the use of a computer and software in a Windows environment including network file systems and Microsoft Office.
 Developed analytical and problem-solving skills.
 Excellent interpersonal skills to develop and maintain working relationships with stakeholders and understand their requirements.
 Ability to provide excellent customer service.
 Ability to interpret and execute technical instructions and exercise initiative to resolve incidents.
 Ability to communicate effectively, both verbally and in writing about a variety of topics in technical and non-technical terms.
 Ability to work under pressure.
 Ability to quickly acquire a working knowledge of new technologies and software.
 Knowledge of Service Desk activities and ITIL foundation would be an asset.
 Excellent technical experience in PC hardware, operating systems, and office tools.
 Good knowledge in network-related information in the area of PCs connectivity, DNS, IP addresses and web related tools.
 Familiar with common user support issues.
Key Performance Indicators (KPIs):
List of KPIs used for role performance evaluation:
 % increase of incidents resolved within agreed timescales.
 % increase of incidents resolved at level 2 after escalation.
 % decrease of incidents escalated to level 3 support.
 % increase in customer satisfaction.
 % increase in technical and application management satisfaction of handling delegated tasks successfully.

تفاصيل الوظيفة
منطقة الوظيفة الشرقية, المملكة العربية السعودية
قطاع الشركة غير ذلك
طبيعة عمل الشركة صاحب عمل (القطاع الخاص)
الدور الوظيفي تكنولوجيا المعلومات
نوع التوظيف دوام كامل
الراتب الشهري غير محدد
عدد الوظائف الشاغرة غير محدد
الرقم المرجعي للوظيفة JB3861109
المرشح المفضل
المستوى المهني متوسط الخبرة
عدد سنوات الخبرة الحد الأدنى: 3
منطقة الإقامة الشرقية,المملكة العربية السعودية
الجنس ذكر
الشهادة بكالوريوس/ دبلوم عالي
التعليم
IT certificate from a recognized university, college or educational institution

https://www.bayt.com/ar/saudi-arabia/jobs/technical-support-3861109/