ICT Support Specialist
Ericsson
Date: 1 week ago
City: Riyadh
Contract type: Full time
Join our Team
About the opportunity:
We are now looking for a ICT Support Specialist who will be responsible for providing onsite and remote technical assistance related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problem, resolves and implements solution.
What you will do:
About the opportunity:
We are now looking for a ICT Support Specialist who will be responsible for providing onsite and remote technical assistance related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problem, resolves and implements solution.
What you will do:
- Provide technical assistance and support for ICT systems, software, and hardware.
- Develop training manuals and other user documentation.
- Respond to queries over the phone, chat or web tickets.
- Log tickets for incidents and service requests on behalf of IT users and train users.
- Maintain optimal performance of computer systems.
- Install, modify and repair computer hardware, software and accessories.
- Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), Telephony and other systems.
- Follow up with users on status, feedback and to ensure issues have been resolved.
- Support users seeking technical assistance in person, over the phone, on chat or email.
- Direct unresolved issues to the next level of support personnel.
- Deliver accurate information on IT products or services.
- Record events and problems and their resolution in logs and supply to knowledge base articles.
- Pass on any feedback or suggestions by users to the appropriate internal team.
- Identify and suggest possible improvements for procedures and ways of working.
- If vital, log tickets for incidents and service requests on behalf of IT users
- Proactively identify issues and resolve before they become an incident.
- Follow up with users on status, feedback and to ensure issues have been resolved.
- Attend user experience information sessions and ensure standard methodology is roll-out locally.
- Support meeting room solutions including audio visuals and wall panels.
- Experience working with Microsoft Windows Operating Systems
- Knowledgeable in additional OS such as MacOS and Linux is a plus.
- Experience with networking (LAN, WLAN and WAN) concepts and technologies
- Knowledgeable in managing iOS and Android devices.
- Experience with Microsoft Office 365 (Outlook, Skype, TEAMS, etc.)
- Client Facing Skills (friendly, approachable, calm under fire and patient)
- Demonstrable experience as a help desk technician or other customer support role
- Collaboration with the team.
- Ability to diagnose and resolve technical issues.
- Excellent communication skill.
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