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