Technical support specialist/engineer

ResponsibilitiesRespond to end users service calls/requests in a timely mannerInstall, configure, Diagnose and troubleshoot support issues related to end user hardware equipment (PCs, workstation, MAC, laptop, printers, scanners, photocopiers, IP Telephony, Mobile Devices: Blackberry, i Phone, i Pad) and softwareSetup, configure and maintain users’ and functional accounts, distribution groups and handling password issues.Setup/troubleshoot/maintain end users’ profilesProvide technical assistance and guidance for groups or individual users locally or remotely when neededMaintain the hardware and software availability to ensure business continuity.Participate in software and hardware inspections and provide technical evaluations and recommendations.Proactively optimize IT devices with proper configuration items managementWriting manuals and documentation.Communicate effectively throughout the lifecycle of incident/Request with proper handover and escalation procedure using the Service manager toolEnsure that all attended calls are logged, updated and closed properlyFunction as acting supervisor when requiredAttend or assist technicians and engineers for complicated technical issues, calls from VIP and sensitive usersParticipate in improving IT Service Policies, Processes and workflows as required.Other ResponsibilitiesPrepare reports about technical problems and general reports relevant to the job and submit it to superiors.In depth experience using SCCMExperience inShavlikpatching toolExperience in VB-Scripting and Power Shell scriptingResearch for new technology and solutions that can be applied in organization to improve our level of support and Research the marketplace for best IT equipmentCoach and train new employees within the section.Manage/assist in projects related to IT Client services sectionPerform other duties relevant to the job as requested by superiorsProvide technical support services to cover events inside and outside the countryContact third party vendors for hardware/software maintenance and material requisition.Job Requirements and QualificationsMinimum Bachelors in IT, Computer Science or related fieldITIL FoundationMCSE / MCITPCertification in Cisco is preferredMinimum 3 years’ professional experience in IT domain, hardware, software and troubleshooting or related fields is preferred.