Senior Officer - IT Support Almosafer

IT Support Senior officer provides technical help to employees with Network, Active Directory, email, hardware, software, and IT-related issues. The role focuses on solving technical problems, keeping IT systems running smoothly, and offering guidance on best practices.

Responsibilities:

• Troubleshoot and resolve network issues, including connectivity problems, hardware failures, Wi-Fi, and configuration errors.
• Respond to and resolve end-user issues related to hardware, software, and network connectivity.
• Troubleshoot and diagnose problems with desktops, laptops, printers, and other IT equipment.
• Assist with the installation, configuration, and setup of software applications and IT systems.
• Provide guidance and support for operating systems (Windows and macOS) and productivity tools such as Microsoft Office, Google Workspace.
• Manage and prioritize incoming support requests through ITSM ticketing tools.
• Provide timely updates and communicate with users regarding the status of their support requests.
• Ensure tickets are resolved within the agreed-upon SLAs.
• Offer remote support to users for troubleshooting and resolving technical issues.
• Use SCCM to diagnose and fix problems without requiring in-person intervention.
• Provide training and guidance to end-users on the use of hardware, software, Wi-Fi, and IT systems.
• Create and maintain user manuals, FAQs, and knowledge base articles for common technical issues.
• Ensure end-user systems and software are up to date with the latest patches, updates, and security measures.
• Assist in the installation and configuration of new hardware, software, and IT infrastructure.
• Implement and enforce security policies on end-user devices to ensure data protection and system integrity.
• Work closely with management to improve IT processes, user experience, and customer satisfaction.
• Maintain an inventory of IT hardware and other resources by Tawasol- Asset management.
• Track and manage equipment for end-users, ensuring proper asset management.
• Record and escalate unresolved issues or recurring problems to appropriate technical teams.
• Perform root cause analysis to help prevent future occurrences of common issues.