IT Help Desk Technician

Responsibilities:

• Provide first-line support for helpdesk and all associated processes.
• Provide telephone support for software applications.
• Provide Basic troubleshooting for software problems covered in training.
• Utilize help desk software to maintain an accurate record of all incoming calls, opened incidents, and requests.
• Route call and notify technicians of any critical situation requiring immediate attention.
• Maintain the proper skills necessary to interface with a variety of users regarding specific problems.
• Troubleshoot and provide appropriate solutions to problems.
• Serve as a liaison between customers and the technical department.
• Maintain client confidence and protect operations by keeping information confidential.
• Contribute to team effort by accomplishing related results as needed.
• Perform any other related duties incidental to the work.

Requirements:

• 0-2 years related work experience and customer service experience are preferred.
• College Diploma degree or BSc degree in computer information system or any related field.
• Excellent written and verbal communication skills (Arabic & English languages).
• Only after-hours shifts are available: either 04:30 PM–01:00 AM or 12:00 AM–08:30 AM. The 8:30 AM–5:30 PM shift is not an option.
• Work experience in help desk activities using a help desk software application.
• Knowledge of Database engines (Oracle, MS-SQL).
• Knowledge in operating systems (Unix/Linux and Windows) is preferred.
• Knowledge in Cloud Infrastructure Tools (Docker & Kubernetes) and DevOps Techniques is preferred.
• Knowledge in Application servers (Apache Tomcat, WebLogic, and WebSphere) is a plus.
• Familiar with Networking, HA & Disaster Recovery, Backup & Recovery strategies.
• Strong customer service and excellent interpersonal skills.
• Ability to listen and understand what is being described by the end user as well as the ability to explain problem resolutions when necessary.
• Work with integrity and ethically.
• Uphold organization values.
• Show respect and sensitivity for cultural differences.