Information Technology Specialist

Information Technology Specialist is responsible for providing first level support to end users on IT related support requests. This role must demonstrate superior communication and organizational skills to respond to diverse and sometimes urgent needs. An Information Technology Specialist will work closely with other technical resources and management to ensure timely resolution or escalation of incoming service issues. An Information Technology Specialist must be able to understand technical issues related to Microsoft's core business applications and operating systems, backup devices and software, workstation and server hardware, printers & scanner, access control/fingerprint devices, and clearly communicate the problem in both verbal and written forms.

Responsibilities

• Provide technical services and support for the following areas:

o Advanced working knowledge of Office 365 Admin Center.

o Upgrade any of the current system (Cortex, Qualys, Snip-IT, Clients OS, etc.).

o Microsoft related technologies: Windows 11, Microsoft 365 Apps (Desktop-Web-Mobile) Office 365, Visio, MS Teams.

o Advanced knowledge of BioTime -Suprema Access Control and Time & Attendance System.

o Managing on-board & off-board of the users (prepare PC/Smartphones, install the allowed applications, Company Portal, etc.).

o Manage Multifunction, Personal & other Printers. o General knowledge of Active directory 2022 and Azure Active directory.

o Experience in mailbox and OneDrive Backup using Veritas SaaS backup Utility.

o Configuring the SIP phones and coordinating with the Cloud Telephony provider (adding/removing/renaming extensions & other issues).

o Should have experience in managing and administrating SCCM Server and Client (create images/task sequence/application deployment).

• End user Support for 120 end users in HQ and multiple branches to resolve and troubleshoot desktop hardware, desktop applications, mobile devices, laptops, printers, scanners, IP phones and connectivity issues.
• Manage daily ticket queues and schedule to ensure all assigned tickets are resolved.
• Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues.
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Document technical knowledge in the form of notes and manuals.
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
• Report any security issues to the concerned staff.
• Manage IT Asset and Resolve basic issues related to IT infrastructure & Network.
• Active participation in all on going and upcoming IT projects.
• Coordination with the clients and suppliers for IT requirements.

Qualifications

• Bachelor's degree in computer science, Information Technology, or any related field from an accredited institution.
• Solid experience in support desk for Microsoft and non-Microsoft onsite support.
• Project management skills
• Takes accountability and responsibility of the department overall services.
• Providing technical support, documents & reports, and feed backs for the IT projects.
• Ability to Manage and support youth events such as Youth City 2030.
• Experience support with latest technology and aware applications, hardware,and networking.
• Good critical thinking, team playerand problem-solving skills.
• Experience with rapid problem solving.
• Strong attention to detail, Analytical, excellent time management and organizational and able to work in fast, paced, high volume environment.
• Effective communication skills are required.
• Knowledge of current technological developments/trends in area of expertise.
• Excellent multi-tasking and organizational skills are required to manage outstanding issues until resolution.
• Excellent command in computer literature.
• Excellent command in Microsoft Windows operation systems and office.
• Working knowledge of systems monitoring.
• Experience of working with multiple solution partners and systems integrators.
• Strong attention to detail, Analytical, excellent time management and organizational and able to work in fast, paced, high volume environment.