How you will contribute
As an IT Field Services Support Specialist, your key responsibilities will include:
- Facilitating walk-ups, service desk, and utilizing the incident knowledge base platform (Service Now).
- Analyzing, diagnosing, documenting, resolving, or escalating reported issues and outages.
- Assisting other departments within IT, including engineering/operations and infrastructure applications/hardware.
- Configuring, installing, and troubleshooting laptops, mobile devices, and printers.
- Responding to all user support inquiries globally, including the primary office location.
Supported Applications:
Support and troubleshooting include supporting MS office 2016 – O365 suites, Commvault, (Cisco Products: Jabber, WebEx, AnyConnect VPN, Call Manager CUCM ), JAMF (Mac deployment), Active Directory, Shared drive/Folder permissions understanding & troubleshooting, Bitlocker MBAM, GoTo Rescue, SCCM, Video & Audio Conferencing administration, Apple iOS, Android, 2FA/MFA mobility support & VOIP connectivity troubleshooting, LAN connectivity troubleshooting, Mimecast, Intune, network printer support.
Qualifications
- Educated in the technology field is preferred.
- Prior experience with an incident management/tracking system in a help desk environment or tech support services is required.
- Solid understanding of MS Office 2016-O365 (Outlook, Word, Excel, PowerPoint, etc.).
- Proven background in in-person and telephone customer service and ability to handle stressful/time-sensitive situations.
- Fundamental understanding of PC hardware/software and connectivity components.
- Exposure to HP/Lenovo ThinkPad/Dell/MacBook/iPhone/Android hardware preferred.
- Experience with Windows 10-11 Operating Systems, Mac OS 13-15 experience is preferred.
- Knowledge of MS Exchange, Active Directory, SharePoint.
- Knowledge of LAN/WAN networking, remote access VPN technology, TCP/IP.
- Good understanding of ITIL-based structure.
- Ability to work on weekends and after-hours is required, as well as light travel potentially.
- Fluency in English and Arabic is essential; additional languages are advantageous.
- Ability to set an expectation level for an issue and deliver on that expectation and to be self-sufficient and to appropriately manage their own workload.
