About the Role

The role is responsible for conducting technical support activities for end-users ranging from regular troubleshooting to upgrades and license management to ensure that hardware is functioning at optimum capacity.


Key responsibilities

  • Provides technical support and troubleshooting for end-user technologies including end-point computing hardware and peripheral devices like printers, scanners & other devices used in branch operations.
  • Configures and fixes hardware as per the end-user needs and in line with the minimum IT CFU requirements.
  • Conducts functional testing of software solutions to ensure that they are fully operational.
  • Participates in the development of detailed technical and product documentation that assists end-users in their daily use.
  • Conducts regular upgrades and license management of desktops, laptops, peripherals and other end-user devices as scheduled by the IT CFU.
  • Coordinates with suppliers and vendors to ensure service stability and quality aligned with Service Level Agreements.
  • Ensure Incidents and service tickets assigned to them are up to date in regard to troubleshooting steps and whether they have been resolved or are still pending.
  • Assists in the provision of training to users of all levels to use the hardware and systems.

Self-Management Responsibilities

  • Defines performance goals at the start of the year in discussion with Manager – End User Computing and ensures that the goals are achieved during the course of the year.
  • Identifies the training and development requirements for self and agrees on them with the Manager – End User Computing to ensure that the required training is arranged and attended.
  • Strives to achieve the highest levels of proficiency on all the competencies and skills required to perform the role.
  • Keeps abreast of professional developments, new techniques, and current issues through continued education and professional growth.
  • Performs other responsibilities and tasks as directed by the Manager – End User Computing in order to meet department objectives. 


About you

  • Bachelor’s degree in Science or Engineering
  • Relevant certification in IT Services Management (ITIL)
  • A minimum of 2 years of relevant experience
  • Prior experience in IT technical support for end-user computing, preferably in a large organization
  • Advanced understanding of various IT Infrastructure systems and services
  • Sound planning and prioritization skills
  • Strong decision making and problem-solving skills
  • Effective communication skills
  • Fluent written and spoken English essential
  • Basic proficiency in written and spoken Arabic preferred


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