Technical Support Specialist

Job purpose

Providing technical support to users of systems and technical devices in branches and departments, and working to address technical malfunctions and problems efficiently and quickly to ensure business continuity and achieve user satisfaction.

Main responsibilities and tasks

• Receiving tickets for artistic performances via ticketing system, telephone, or email.

• Analyzing technical problems and providing appropriate solutions within the defined powers.

• Escalating tickets that require additional support to the second level or the relevant authorities.

• Follow up on the tickets until the problem is resolved and closed after user confirmation.

• Installation and maintenance of computers, printers and point of sale (POS) devices.

• Support for basic networks and internet connectivity in branches.

• Documenting all procedures and technical solutions within the ticketing system.

• Adherence to quality standards and speed of response according to the technical support policy.

• Visiting branches when needed to address technical malfunctions.

• Compliance with information technology and information security policies and procedures.

Academic qualifications

 Bachelor's degree in:

Information Technology

 

Computer Science

Information systems

or a related specialization

Required experience

1 to 3 years of experience in technical support or information technology.

Experience in a branch or retail environment is preferred.

 

Knowledge of ticketing systems (Help Desk / Service Desk).

Working in shifts (if applicable)

 

Moving between branches

 

Working outside of regular hours when needed

Skills Description

Required skills

Problem-solving and analysis skills.

Excellent communication skills with users.

The ability to work under pressure.

Basic knowledge in:

Operating systems (Windows)

Networks

Point of Sale (POS) devices

Printers and scanners

Microsoft Office programs