Sr.Officer – IT Support

1- Technical Support:

• Respond to and resolve end-user issues related to hardware, software, and
  network connectivity.
• Troubleshoot and diagnose problems with desktops, laptops, printers and other
  IT equipment.
• Assist with the installation, configuration, and setup of software applications and
  IT systems.
• Provide guidance and support for operating systems (Windows and MacOS) and productivity tools (e.g., Microsoft Office, Google Workspace).

2- Ticket Management:

• Manage and prioritize incoming support requests through Tawasol (ITSM).
• Provide timely updates and communicate with users regarding the status of their
  support requests.
• Ensure tickets are resolved within the agreed-upon service level agreements
  (SLAs).

3- Remote Support:

• Offer remote support to users for troubleshooting and resolving technical issues.
• Use SCCM to diagnose and fix problems without requiring in-person intervention.

4- User Training and Guidance:

• Provide training and guidance to end-users on the use of hardware, software,
  and IT systems.
• Create and maintain user manuals, FAQs, and knowledge base articles for
  common technical issues.

5- System Maintenance and Updates:

• Ensure end-user systems and software are up to date with the latest patches,
  updates, and security measures.
• Assist in the installation and configuration of new hardware, software, and IT
  infrastructure.

6- Collaboration:

• Collaborate with other IT teams (e.g., network, security, or system administrators)
  to resolve complex issues.
• Work closely with management to improve IT processes, user experience, and
  customer satisfaction.

7- Hardware and Software Inventory Management:

• Maintain an inventory of IT hardware and other resources by Tawasol- Asset
  management.
• Track and manage equipment for end-users, ensuring proper asset
  management.

8- Incident and Problem Resolution:

• Record and escalate unresolved issues or recurring problems to appropriate
  technical teams.
• Perform root cause analysis to help prevent future occurrences of common
  issues.