الوصف الوظيفي

Duties/Responsibilities:

• Receive and answer incoming calls, support tickets and emails to the IT helpdesk and provide technical support to users, often within a time limit to ensure that all service level agreements (SLAs) are met or exceeded.
• Identifies, investigates, and resolves users problems with computer software and hardware.
• Troubleshoot and resolve technical issues related to hardware, software, and networking.
• Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions.
• Escalate complex issues to the appropriate IT staff for resolution Works with colleagues when necessary to resolve customer complaints.
• Document all support requests and resolutions in the IT helpdesk ticketing system and enhance system knowledge base.

Required Skills/Abilities:

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Professional and pleasant telephone manner.
• Ability to explain technical issues to technical and nontechnical employees and customers.
• Strong analytical and problem-solving skills.
• Basic knowledge is required with IT systems, servers, storage, backup, and network devices.
• Proficient with or the ability to quickly learn an array of computer hardware and software.

Education and Experience:

• Bachelor’s degree in computer science or related field preferred. Or as minimum requirements a diploma or equivalent, related college or technical institute.
• At least two years of experience working in a technical support or call center environment.

Languages

Arabic, English and Kurdish is a plus.

working hours 8:30 am -4:30 pm