IT Support Senior Specialist

Nile University

Job Description

• Install and configure computer applications and operating systems.
• Serve as the first point of contact for users experiencing issues with computer systems and equipment.
• Provide technical support to users, labs, and classrooms for all IT services, including but not limited to operating systems (Windows, Mac OS, Linux), drivers, applications, and hardware, either in person, over the phone, via email, or through a ticketing system.
• Troubleshoot and resolve hardware and software issues.
• Identify, diagnose, and resolve network-related issues.
• Track user system issues until they are fully resolved, ensuring adherence to agreed timelines.
• Diagnose, troubleshoot, and resolve user issues by thoroughly questioning them to understand the root cause of the problem.
• Provide timely and accurate feedback to end users.
• Demonstrate the ability to learn and work with emerging and evolving technologies.
• Follow organizational procedures to resolve issues and escalate them to relevant internal departments when necessary.
• Ensure proper logging and documentation of all issues.
• Prepare accurate and timely reports on support activities and system performance.
• Assist in training end users on how to use various systems and technologies, and provide manuals for the IT provided services
• Respond to the change of location requests for different users and ensure that all IT facilities are activated in the new location.
• Respond to the different requests for the internal IT divisions concerning the data centers and communication rooms.
• Maintain the IT software and hardware inventory.
• Communicate with different external vendors whenever required to complete work duties.
• Provide different and regular reports for the higher management.
• Perform any additional new tasks assigned by management that are within the same specialty and nature of daily work.