وصف الوظيفه

· Troubleshoot & Resolve Technical issues and incidents · Escalate incidents to other support groups where appropriate in a timely manner. · Receive all service request from the end users. · Provide the first line of support for standard requests. · Follow up the request through lifecycle and update the Customer/Requestor with the request status. · Communicae with the Customer/Requestor if the request is denied or once it has been fulfilled. · Perform operational and administration tasks for entire IT Infrastructure and application · Diagnose, and perform proper assessment of Network and systems related issues, and their resolution as L1 support in a timely manner. · Communicate and coordination with the internal / external L2 support team as required for proper escalation of the incidents · Installation, configuration and troubleshooting for PC’s and IT devices · Conduct Infrastructure\application performance analysis across different regions and provide the performance reports to management. · Perform Incidents analysis and diagnostic to find the root cause of the incidents and escalate the repeating incidents to problem management team. · Answer IT support calls , emails, Tickets providing solutions and/or escalating requests and incidents to designated second level responders. · Proceed ITSM tickets for IT inquiries\incidents\service requests and follow-ups to ensure tickets are updated and acknowledged to the point of verifying completion and closing them out. · Perform operational and administration tasks for IT Infrastructure\Applications in different regions using available tools to ensure the high availability. · Perform Incidents analysis and diagnostic to find the root cause of the incidents and escalate the repeating incidents to problem management team. · Coordinate with the system owners to deploy the permanent resolution of the problems and update the CMDB and KEDB as required. المهارات · BS degree in Computer Science, Engineering, or a related subject. · Have a minimum 3 years of experience and certificated on the position role · Must have good knowledge in Microsoft Office and other desktop related software, LAN/WAN networking basics. · Must Have a stronge knowledge in CRM Microsoft Dynamics 365, Oracle Fusion Cloud Applications, · Must have great customer services skills. · Strong Arabic/English skills responding to end-users issues & problems. · Excellent inter-personal skills: diplomatic and able to inspire user confidence. · Ability to diagnose PC and laptop and software related issues. · Ability to use, teach, and troubleshoot, Microsoft Office, Windows 10. · Perform tasks related to user administration in Active Directory. Willing to work a 24x7 rotational shift