Job description

Implement IT department’s established policies and procedures and comply with Tawfeer’s other policies Provide Technical Support and Guidance: - Serve as the first point of contact for customers seeking technical assistance over the phone, email, or in person.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions.
- Walk the customer through the problem-solving process.
Installation and Configuration: - Install, modify, and repair computer hardware and software.
- Run software updates and antivirus programs.
Operational Maintenance: - Follow up with customers to ensure the issue has been resolved.
- Gain feedback from customers about computer usage.
- Maintain daily performance of computer systems.
Documentation: - Write training manuals.
- Train computer users.
- Maintain a log of all technical support queries for internal use.
Collaboration and Escalation: - Refer major hardware or software problems or defective products to second level of Applications and Infrastructure teams.
- Work with the IT team to ensure operational coherence and reliable system performance.
· Bachelor’s Degree in IT, Computer Science, MIS or any related field.
· Proven experience as a helpdesk technician or other customer support role.
· Tech savvy with working knowledge of office automation products, databases, and remote control.
· Good understanding of computer systems, mobile devices, and other tech products.
· Ability to diagnose and resolve basic technical issues.
· Excellent communication skills.
· Customer-oriented and cool-tempered.
· Accountability.
· Communication skills.
· Detail Oriented.
· Initiative.
· Working Under Pressure.
· Reliable and Dependable.