Senior Analyst - English, Arabic, Microsoft Windows

Job Summary

• Provide hardware / software / network problem diagnosis / resolution via telephone for customer’s end users.
• Resolve or Route incidents and requests to appropriate teams • Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
• Administer and provide User Access and Exit controls.
• Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumventions.
• Work closely with helpdesk peers in cross-training, development/implementation of operational excellence procedures and fostering teamwork.
• Work closely with support staff to obtain technical knowledge and to permanently solve chronic problems.
• Perform effectively as a project leader or project team member as required for helpdesk projects and internal assignments.
• Willing to participate in on the job and commercial training designed to enhance skills and support capabilities.
• Troubleshooting mobile devices (knowledge of Air Watch/Mobile Iron/Blackberry/Good for Enterprise is a plus) • Willing to work in different shifts and national holidays as required by Operations.

Key Responsibilities

Windows Operating systems • Clients: Windows8, Windows7, Windows 10 • Servers: Windows 2008, Windows 2003, Windows 2000 • Remote desktop connectivity applications (Team Viewer, Live Meeting, Windows Remote Assistance • Knowledge of Lync and OCS • MS Office Suite: MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook • Internet browsers (e.g. Explorer, Chrome, Firefox) • Anti-virus and firewall software • PC Hardware knowledge o Desktop o Laptop o Peripheral devices (printers, scanners) • Mobile devices and OS (iOS/Android/Windows) • PC Hardware knowledge

Skill Requirements

• Provide hardware / software / network problem diagnosis / resolution via telephone for customer’s end users.
• Resolve or Route incidents and requests to appropriate teams • Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
• Administer and provide User Access and Exit controls.
• Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumventions.
• Work closely with helpdesk peers in cross-training, development/implementation of operational excellence procedures and fostering teamwork.
• Work closely with support staff to obtain technical knowledge and to permanently solve chronic problems.
• Perform effectively as a project leader or project team member as required for helpdesk projects and internal assignments.
• Willing to participate in on the job and commercial training designed to enhance skills and support capabilities.
• Troubleshooting mobile devices (knowledge of Air Watch/Mobile Iron/Blackberry/Good for Enterprise is a plus) • Willing to work in different shifts and national holidays as required by Operations.

Other Requirements

1. Itil Foundation Certification (Optional But Valuable).

2. Comptia A+ Certification (Optional But Valuable)