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IT Associate - Service Desk

Date: 19-Sep-2022

Location: SA

Company: Alghanim Industries

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