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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:

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

How To Apply

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.