G-Tech247 تعلن عن وظيفة فني دعم سطح المكتب (مستوى ثانٍ) في منطقة جازان

Experience Requirement

• Minimum of 4+ years of relevant technical support experience.

Base Skillset Requirements

The assigned resource shall possess the following qualifications and technical competencies:

a. Certifications and Core Knowledge

• A+ Certification or equivalent technical experience.
• Good working knowledge of Microsoft Active Directory.

b. Technical Support Experience

• Minimum of 4+ years providing technical support within fast-paced and continuously changing environments, including support for executive management and VIP users.
• Experience supporting large Windows-based environments at desktop level, with emphasis on:
• Windows 10 / Windows 11
• Microsoft 365 / Office Suite
• Advanced knowledge of Microsoft Office applications.

c. End-User and Device Support

• Support for video conferencing units and collaboration technologies.
• Support for mobile devices.
• Experience supporting:
• Laptops and desktops
• Printers and scanners
• Mobile phones and tablets
• MacBooks and Apple devices

d. Infrastructure Knowledge

• Basic understanding of:
• Servers
• Switches
• Routers
• Data center-related hardware

e. Industry Experience

• Experience supporting factory or manufacturing environments is preferred.

Duties and Responsibilities

The Desktop Support Technician shall provide Level 2 support for client Windows platforms, desktop and end-user technologies, collaboration tools, mobile technologies, and printing solutions. This includes support for laptops, mobile devices, video conferencing systems, and network/remote access technologies.

The technician will work collaboratively with the Service Desk and other support teams to provide break/fix support and other technical assistance functions.

Duties include, but are not limited to:

a. Technical Support

• Provide Level 2 technical assistance and support for end-user hardware and software issues.
• Diagnose and troubleshoot desktop systems, printer issues, and operating system-related problems.
• Consult with and instruct users regarding hardware and software issues.

b. Collaboration and Escalation

• Collaborate with Enterprise Services, Data Center, and Network Infrastructure teams.
• Respond to telephone calls, emails, service tickets, and dispatched technical support requests.
• Identify, research, and resolve technical problems, including preparation of Root Cause Analysis (RCA) documentation.

c. Network and Connectivity Support

• Troubleshoot LAN/WAN connectivity issues.
• Utilize diagnostic tools to isolate and resolve system problems.
• Perform proactive maintenance activities.

d. Equipment Installation and Maintenance

• Install, maintain, configure, and upgrade equipment and associated infrastructure.
• Support and maintain:
• PCs and laptops
• Mac devices
• Local and network printers
• Scanners
• Mobile devices including iPhones, iPads, and Android devices
• Other authorized end-user peripherals

e. Operating Systems and Software Support

• Support operating systems including:
• Microsoft Windows
• macOS (OS X)
• Support Microsoft Office applications for both Windows and Mac environments.
• Utilize remote support technologies including:
• Microsoft Remote Desktop
• Apple Remote Desktop
• VNC

f. Security and Endpoint Support

• Perform virus and spyware removal using approved endpoint security tools.
• Maintain and support endpoint systems in accordance with organizational standards.

g. SLA and Documentation Management

• Document, track, and monitor incidents to ensure timely resolution within agreed Service Level Agreement (SLA) timelines.
• Maintain accurate troubleshooting documentation and technical instructions.

h. ITIL and Service Management

• Demonstrate strong understanding of:
• SLA management
• KPI management
• IT service delivery best practices

Base Requirements

The assigned resource shall also meet the following requirements:

a. Communication and Customer Service

• Excellent written and verbal communication skills.
• Strong customer service orientation with the ability to work effectively in fast-paced environments.
• Ability to provide professional support to executive and VIP users.

b. Technical Experience

• Commercial experience in an IT support technician role, including at least 2 years supporting hybrid Windows and Mac environments.
• Experience working within a Helpdesk or Service Desk operation supporting both Windows and Mac clients.
• Minimum of 2 years of experience supporting:
• iPhone
• iPad
• Android mobile platforms

c. Professional Skills

• Self-starter capable of collaborating effectively within cross-functional teams.
• Strong attention to detail and commitment to quality.
• Excellent organizational, administrative, and technical skills.
• Ability to reprioritize tasks effectively based on operational needs.
• Skilled in documenting troubleshooting procedures and technical instructions.

d. Professional Conduct

• Must maintain a professional business appearance and demeanor at all times.