Job description:Job SummaryTo deliver world class 1st/2nd level technical support related to all key services & systems supported by IT. Support may be given via telephone, remotely, email, or on-site visit. Job Responsibilities· Support the end user client environments such as desktops, laptops, mobiles, IP phones, and client applications.· Incident troubleshooting, analysis, resolution, and escalation.· To provide single and quality point of contact for IT customers· Monitor the status and progress toward resolution of all open incidents· Perform classification, prioritizing of incidents dependent on the impact of issue· Quick and efficient handling of IT incidents and service request on first contact· Work closely across IT team in Kuwait and locally in achieving common goals· Develop knowledge of client business and IT environment with the goal of increasing first-call resolution rates.· Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.· To Arrange for external technical support where problems cannot be resolved in house· Good knowledge on network area, understand network switching and routing· Can handle calls related to iMac and understands Mac platform.· Understanding on the basic Mac technologies (drop box, data transfer, OS upgrades etc…)· Should have knowledge on Microsoft surface Hubs (configurations and setup)· Can trouble shooting Windows and iMac platforms· Desktop hardware, software applications, operating systems and network connectivity.· Problem solving – Resolve problems while maximizing efficient use of computing resources Candidate Requirements· Bachelor’s degree in Computer Science· 5 – 6 years of experience with networking & service delivery · Certifications as IT IL will be an added advantage · Good technical knowledge · PC Management· Application Deployment· In-depth Knowledge of OS· Office 365 Intermediate Support· Anti-virus end point protecting, managing vulnerabilities· Knowledge of encryption technology, set-up, and support· Mobile devices set-up and support· Communication skills· Customer dealing
