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IT Support Engineer
At ABC, we brew the joy of true togetherness to inspire a better world. A big part of that means brewing better people with the heart of our company in our four values:
- Passion for consumers and customers
- Care for people and planet
- Enjoyment of life
- Courage to dream and pioneer
Duties and Responsibilities
- Resolve level 1 incidents for ABC IT users
- Interact with users via telephone and email in English and Arabic
- Log all calls in descriptive way for all tickets.
- Identify, evaluate, and prioritize end-user problems and complaints
- Analyze problems and formulate plans of resolution by utilizing available technical resources to solve end-user problems
- Make sure all end users functionality are continuously running properties including periodic auditing.
- Escalate level 2 and 3 tickets to respective groups
- Escalate unresolved calls to appropriate support specialist
- Build/configure new desktops and laptops based on a preset schedule
- Set-up software standard images
- Use Heineken IT Service Management process and tools
- Repair Hardware; main focus computers and printers
- Proactive visits to ABC remote sites for IT Maintenance
Education & Experiences
Educational Background: Bachelor’s degree in Computer Sciences
Years of Experience: 0-2 years’ experience in IT helpdesk
Qualifications & Other Requirements
- Good understanding for computer hardware
- Working knowledge of Windows 10 , Windows Server 2008 and 2016 , SCCM Server.
- Sound knowledge of general networking concepts
Personal Skills
- Excellent communication Skills
- Customer Service Skills: Customer satisfaction focused
- High level of English and Arabic, both verbal and written
- Strong analytical and problem solving skills
- Ability to negotiate with external Suppliers
- Ability to learn quickly and to be familiarized with company specific applications
- Ability to perform several tasks simultaneously
- Ability to work independently as well as within a team
- Ability to properly document issues with effective descriptions, troubleshooting steps and final resolution
Job Segment:
System Administrator, Help Desk, Information Technology, Engineer, Technology, Engineering