Position title
Helpdesk Engineer L1 (Only Saudi Nationals Can Apply)
Description

Diversity& Inclusion

We are an Equal Opportunity Employer and seek to hire the best candidate regardless of age, beliefs, disability, ethnicity, gender or sexual orientation.

Responsibilities
  • Respond to incoming calls, emails, and chat messages promptly and professionally.
  • Provide technical assistance and support for IT-related issues, including hardware, software, network, and system inquiries.
  • Diagnose and troubleshoot technical issues reported by end-users.
  • Escalate complex problems to the appropriate IT support teams for resolution.
  • Maintain accurate records of all interactions with end-users, including details of inquiries, comments, and resolutions.
  • Contribute to the development and updating of knowledge base articles for common issues and resolutions.
  • Work closely with other IT teams to resolve escalated issues.
  • Provide feedback to improve IT processes and enhance overall customer satisfaction.
  • Monitor and evaluate the quality of customer interactions.
  • Implement improvements to enhance the overall efficiency of the IT Contact Center.
  • Stay updated on the latest technologies and IT best practices.
  • Participate in ongoing training and development programs to enhance technical skills.
  • Experience in Active Directory :
    • Reset password
    • Unlock users
    • Add members to group
    • Remove member from group
    • Experience in  windows 10 & windows 11 troubleshooting .
    • Experience for WebEx troubleshooting .
    • Experience for MS teams troubleshooting .
    • Experience for MS Products for example ( Office 2021 , office 2019 , …etc)  troubleshooting .
  • Experience for BMC Remedy system  ticketing .
Preferred Qualities:
  • Customer-focused with a passion for delivering excellent service.
  • Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
  • Team player with strong collaboration and interpersonal skills.
  • Should got a training such as CompTIA A+,ITIL .
  • Diploma as a minimum in IT or related domain, 2 years as an experience in same field, English in writing and speaking is a mandatory.
Employment Type
Full-time
Job Location
KSA
Date posted
November 23, 2023
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