IT Support Engineer - Al Ahram Beverages Company

Job Purpose

The purpose of this role is to monitor and maintain the computer systems and networks across the organization and provide support to end users in case of any technical issues.

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
• Negotiate with external Supplier
• Deal with SCCM Server, AD, AAD and Domain controller.

Knowledge and Experience:

• 0-2 years’ experience in IT helpdesk position.
• Good understanding for computer hardware.
• Working knowledge of Windows Server 2008 and 2016 , SCCM Server and Microsoft Azure.
• Sound knowledge of general networking concepts.

Skills and Abilities:

• 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