Duties & Responsibilities:

 Research and identify solutions to software and hardware issues
 Diagnose and troubleshoot technical issues, including account setup and network configuration
 Ask customers targeted questions to quickly understand the root of the problem
 Track computer system issues through to resolution, within agreed time limits
 Talk clients through a series of actions, either via phone, email, or chat, until they’ve solved a technical issue
 Properly escalate unresolved issues to appropriate internal teams (e.g., software developers)
 Provide prompt and accurate feedback to customers
 Refer to internal database or external resources to provide accurate tech solutions
 Ensure all issues are properly logged
 Prioritize and manage several open issues at one time
 Follow up with clients to ensure their IT systems are fully functional after troubleshooting
 Prepare accurate and timely reports
 Document technical knowledge in the form of notes and manuals
 Analyse customers’ business requirements and tailor the use of the system to meet those objectives.
 Manage communications, scheduling, and logistics for IT related projects.
 Prepare design documents and other technical documentation to support the business application.
 Communicate with external vendors and conduct joint solution review

Education & Work Experience:

Bachelor’s degree in Computer Science / Engineering.
5-7 years of work experience and Related certifications.

Please send your updated Resume on careers@sobha-me.com