IT Support Specialist

IT Onsite support specialistPlatform Administration Scope:●       School level administration of client platform, end user and device management platform, asset management.Level 1 support Scope:●       Student/Teacher laptop (Chromebook or Windows)●       Access points & SSID (Client classes, Teacher rooms, Admin room, Client staff room)●       Firewall●       Server (Physical and virtual)●       ADSL internet connection●       Client Platform●       End user and device management platform●       Any special software deployed by Client in school.●       Other Ad-Hoc tasks given by Client management in related field.
Job Specific Responsibilities:

• Serve as the first point of contact for walk-in customers seeking technical assistance.
• Analyze and resolve end user hardware and software computer problems in a timely and accurate fashion.
• Troubleshoot hardware and software issues in person, remotely and via phone.
• Offer daily operations and systems support to users.
• Perform daily operational checklist from school to confirm the operational readiness of client at school
• Properly escalating unresolved incidents to the next level of support.
• Follow-up and update customer status and information
• Verify functionality of hardware and software components.

●       Administer and support network operations.●       Coordinate and follow up resolution for open/pending incidents.●       Ensure proper recording, documentation and closure.
Other tasks: Onsite support specialist also responsible on conducting IT based trainings to users and IT support during any training or special function conducted by client Education. IT onsite support specialist is responsible for doing daily checklist to make sure the site is ready for client operation. They have to report on a daily basis to IT support lead about the status of checklist.●     Educational Qualification:

• BSc degree or diploma in computer science, IT, Electronics, Computer engineering or any equivalent degree.
• CCNA ( it will be a plus)
• Google Administrator
• ITIL v3 foundation

●     Experience:●       3-5    years    in    field    and    relevant    related    IT    functional   areas;     A technical associate/undergraduate degree or equivalent relevant experience preferred●       Essential Skills:

• Proven working experience in providing help desk support

●       Arabic speaker with very good proficiency in English●       Working knowledge of help desk software, databases and remote control●       Strong client-facing and communication skills●       Advanced troubleshooting and multi-tasking skills●       Customer service orientation

• Ability to work under pressure.
• Team management skills.

●       Ability to diagnose and resolve unique, nonrecurring problems associated skills●       Application software and operating systems●       Strong IT skills and knowledge including hardware, software and networks.