Job Overview

The IT Support Engineer is responsible for providing technical support and troubleshooting services to Binghatti employees ensuring that IT systems and applications are operating effectively. This role involves handling IT incidents and service requests, maintaining hardware and software and contributing to the overall efficiency of the organizations IT operations. The IT Support Engineer will ensure that employees technical issues are resolved promptly to minimize downtime and maintain smooth business operations.

Key Duties And Responsibilties:

Technical Support and Troubleshooting

· Provide first and second line support for IT related issues, including hardware, software and networking problems.

· Diagnose and resolve technical problems reported by employees in a timely manner.

Hardware and Software Maintenance

· Install, configure and maintain desktop computers, laptops, printers and other IT equipment.

· Manage software installations, updates and license management.

System Monitoring and Maintenance

· Monitor IT systems for performance & reliability taking proactive measures to prevent issues.

· Perform routine system checks and maintenance tasks to ensure IT systems are running efficiently.

User Account Management

· Create and manage user accounts, permissions and access rights to ensure appropriate access to systems.

· Assist in onboarding new employees with IT setups and orientations.

Incident and Request Management

· Log and track incidents and service requests using an IT service management tool.

· Follow up on open tickets ensuring they are resolved within service level agreements.

Documentation

· Maintain clear and accurate documentation of issues, solutions and system configurations.

· Update internal knowledge bases to improve future troubleshooting.

Training and User Assistance

· Provide guidance and training to employees on basic IT system usage, troubleshooting and security protocols.

· Assist with the setup and use of communication tools and collaboration software.

Escalation and Collaboration

· Escalate complex issues to senior IT staff or third party vendors as necessary.

· Collaborate with other IT teams to resolve technical issues and improve system performance.

Other Tasks and Accountabilities

Perform additional tasks relevant to the role / area of expertise as requested by the management to be able to achieve the objectives/commitments.

Requirements

Work Experince:

- Minimum 3+ years of experience in a similar role

Educational Qualification:

- Bachelor’s degree in IT Applications, Computer Science or a related field

Skills:

Strong technical troubleshooting and problem solving skills.
Excellent knowledge of Windows/macOS environments, networking fundamentals and helpdesk ticketing systems.
Proven ability to resolve hardware/software issues, configure systems and maintain IT documentation.
Exceptional customer service and communication skills.
Ability to work in a fast paced, dynamic environment.

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