Technology Support Specialist

Job Description

Technical Support Specialist/Engineer The following table lists all requirements expected to be met; • Respond to end users service calls/requests in a timely manner • Install, configure, Diagnose and troubleshoot support issues related to end user hardware equipment (PCs, workstation, MAC, laptop, printers, scanners, photocopiers, IP Telephony, Mobile Devices: Blackberry, iPhone, iPad) and software Setup, configure and maintain users’ and functional accounts, 'distribution groups and handling password issues. • Setup/troubleshoot/maintain end users' profiles • Provide technical assistance and guidance for groups or individual users locally or remotely when needed. • Maintain the hardware and software availability to ensure business continuity. • Participate in software and hardware inspections, and provide technical evaluation and recommendations. • Proactively optimize IT devices with proper configuration items management • Writing manuals and documentation. • Communicate effectively throughout the lifecycle of incident/Request with proper handover and escalation procedure using the Service manager tool • Ensure that all attended calls are logged, updated and resolved/closed. properly • Assist in Material Requests (MR's) preparation and technical evaluation and follow up until receiving the items • Function as acting supervisor when required • Attend or assist technicians and engineers for complicated technical issues, calls from VIP and sensitive users • Participate in improving IT Service Policies, Processes and workflows as required_ • Participate/assist higher IT management {Team Leader/Supervisor/Head of Section/Department Manager) in writing Request for Proposals related to the section needs