IT Technical Support Analyst

TEPCO S.A.E.

Provide high-quality Level 1 & 2 technical support for software, hardware, and network issues through effective incident, problem, and request management.

Log, assign, escalate, and resolve IT service tickets in alignment with ITIL/ITSM best practices.

Support the installation, configuration, and dismantling of servers and network equipment in coordination with service providers.

Maintain the availability and reliability of IT infrastructure, including servers, network devices, and end-user computing systems.

Ensure compliance with IT process controls and contribute to continuous service improvement initiatives.

Assist in the execution of local IT projects and plant-related IT operations.

Promote user awareness of available IT tools and services by providing updated and accessible technical knowledge.

Conduct periodic site visits to ensure optimal utilization of technology and address user concerns.

Collaborate with third-party suppliers and service vendors to enhance service quality, ensure compliance, and manage performance.

Serve as a liaison between end-users and backline support teams to ensure quick issue resolution and a superior user experience.

Technical Skills:

• Strong understanding of IT Service Management (ITIL) principles and ITSM tools.
• Hands-on experience with network devices (routers, switches, firewalls, access points, etc.).
• Knowledge of core IT components and enterprise infrastructure.

Soft Skills:

• Strong communication and interpersonal abilities to engage with all organizational levels, including senior executives.
• Excellent problem-solving and analytical thinking skills.
• Effective time management, prioritization, and attention to detail.
• Professional proficiency in English (spoken and written).