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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

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