Junior IT Support Specialist

Overall Job Purpose:

The main responsibility of the Alef HQ IT support is to provide technical support to users in an efficient and accurate manner. She/he will be considered as the firm’s front liner to solve basic technical problems and provide support for all assigned areas. Junior IT Support specialist will be supporting IT support specialist in handling requests and incidents from Alef internal customers. The goal is to make sure that customer value is maintained to the standards set forth by the company. On-site IT support has to be customer service-oriented in making sure IT services in HQ are Up and Running.

Job Details:

• Serve as the first point of contact for walk-in customers seeking technical assistance in Alef HQ.
• Analyze and resolve end user hardware and software computer problems in a timely and accurate fashion.
• Responsible of end-to-end process (service request and incidents) for Alef employee IT services.
• Troubleshoot hardware and software issues in person, remotely and via phone.
• Alef HQ control room IT support for VIP guest visits.
• Alef HQ Board room IT support
• Offer daily IT operations and systems support to users.
• Properly escalating unresolved queries to the next level of support.
• Follow-up and update customer status and information
• Verify functionality of hardware and software components(preventive maintenance).
• Coordinate and following up resolution for open/pending incidents.
• Ensure proper recording, documentation and closure.
• Asset management of Alef internal employees.
• Alef employee IT onboarding and offboarding
• Adhere to ITSM best practices and process
• Achieve SLA targets for the tickets
• Participate in creating OKR and KPI for the HQ IT support team.

Education, Experience and Required Skill:

• Bachelor’s degree in Computer Science or other relevant field
• ITIL Certification required
• 2-3 years relevant experience in IT Support and customer services
• Previous experience working with large number of assets, coordinating project activity, IT vendor management, VIP user support experience.
• Hands on experience with End user device (Windows, Mac, Chromebook) troubleshooting, network troubleshooting, active directory management, email administration, asset database
• Knowledge of Gsuite administration
• Working knowledge of Excel and MS Office skills
• Excellent communications skills
• Fluency in English and Arabic