IT Support Officer

IT Support Officer:      

The IT support officer will be responsible for answering, evaluating, creating tickets, and resolving incoming telephone requests for assistance from end-users experiencing a technical issue.

Main job responsibilities:

  • Serve as the first point of contact for users seeking technical assistance over the phone or email
  • Record events and problems and their resolution in logs
  • Follow-up and update user problem status and information
  • Answer all calls to the helpdesk and create tickets
  • Front line to take incoming user support calls and gather information using probing questions
  • Maintain the IT Help Desk ticketing system that records and tracks problems and requests
  • Maintain a log of completed work using an incident-tracking application
  • Communicates technical solutions to internal users in a user-friendly and professional manner
  • Resolve incidents and replace hardware and software
  • Configure computers and devices for network IT
  • Desktop support for internal staff, support printers, software, and other related equipment
  • Run diagnostics, repair, and test computer equipment/devices
  • Manage and track hardware and provide suggestions for future purchases
  • Able to analyze problems as the first level support:
  • Attempt hardware/software solution by phone.
  • Decide the proper level of support required to solve a problem
  • Perform other duties as assigned

Qualifications Required:

  • University degree in Computer Science, Information Technology, or a related field
  • 2 to 3 years of proven experience as a help desk technician or other technical support roles
  • Strong written and verbal communication skills (Arabic & English).
  • Ability to work with Microsoft Office tools (including PowerPoint, Word, Excel),
  • Advanced knowledge of computer and server hardware
  • Familiarity with network troubleshooting
  • Good understanding of the Banking industry and regulatory requirements is a plus
  • Behavioral Competencies, respect, attitude, and work proficiency.

To apply for this position, please send your cv in pdf format to: cv@atib.ly

Note: Please ensure writing the position you are applying for in the email subject line.