Ensures critical and high priority calls are answered.
Serves as contact for any Service Desk technical phone issues (triage resolution of Service Desk phone outages, technician queue changes, ivr, dropped calls, etc…).
- Wiki Maintenance (Knowledge Base)
Owns “Dispatch Guide”.
Creates Wiki pages.
Reviews and updates pages as needed.
Service Desk Reporting
Provide daily reports.
Provide ad-hoc reports (on an as needed basis).
Outage Management
Coordinates with Service Desk and Desk Side teams to gather outage information.
Ensures Outage Notification is sent with correct information.
Acts as POC for Service Desk and Desk Side responsibilities during the outage.
Ensures outage updates are sent in a timely manner.
Ensures any requests for contact or updates are acted upon.
Ensures service restoration is verified.
Provides valuable technical and organization knowledge.
New Employee Onboarding
Acts as a mentor for new employees/interns.
Responsible for the requesting of all new accounts and accesses.
Coordinates trainings according to the Technician Development Plan.
Technician Responsibilities (As Needed)
Handles critical and high priority tickets.
Handles critical and high priority calls.
Requirements
Bachelor’s Degree in Computer Science or similar field.
Excellent written and spoken English and Arabic.
A minimum of 6 years of experience in the IT field and at least 3 years of Help Desk/Customer Service experience are required.
Hardware & Software troubleshooting experience is required.
Prior experience on enterprise systems required Knowledge of cloud security principles and best practices is a plus.
Excellent command in all Microsoft Office applications.
Experience in ERP system, SAP is preferred.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
Pharmaceutical Manufacturing
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