Job Description

Roles & Responsibilities

Position Overview:
As the IT Helpdesk Technician, you will install, maintain, test, and repairs systems and networks. You will utilize basic technical knowledge to support IT initiatives and provide technical support to local and remote employees. This is a highly interactive in-person position serving our corporate office in Beirut, LB.

Principal Duties and Responsibilities (Essential Functions):

• Performs routine tech systems support, maintenance, and testing for proper upkeep of systems; troubleshoots and resolves general system hardware, software, and network failures and conflicts.
• Work closely with employees including the executive team to resolve issues
• Partner with other corporate services departments (Human Resources and Accounting/Finance) ensuring new employees have necessary equipment and technology configured and set up to be productive on their first day at EPE.
• Assists with ordering and tracking inventory levels of equipment and materials.
• Assist in documenting SOP s, procedures, policies, SOC-related documents, etc.
• Assists with the installation, configuration and maintenance of computers, workstations and/or other related equipment and devices.
• Maintains current knowledge with respect to technology, equipment, applicable laws, regulations, standards and/or systems.
• Provide telephone, email-based triage, and remote resolution of IT support.
• Monitor Service Desk Ticket System; prioritize and schedule resolution of each desktop support ticket for region. Keep request status up to date and tickets moving to resolution.
• Provide proactive equipment maintenance to make sure PC s/ Laptop s, printers and other hardware are functioning properly. Take measures to avoid downtime and monitor to keep things running smoothly.
• Perform daily floor surveys to proactively identify if end user support needs.
• Proactively communicate with satellite sites to identify support needs.

Required Education and Experience:

• Minimum of two years of IT-related experience
• Outstanding customer service, patience, and professionalism.
• Demonstrated ability to explain complex technological concepts and ideas to those without a background in information technology.
• Experience working with the following technologies: Windows Desktop & Server, MS 365, laptops, docking stations, servers, firewalls, VPN s, wireless internet, multi-display setups, switches, etc.
• Experience dealing with external vendors such as MSP s, internet providers, equipment vendors, etc.