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Job Purpose
Provide corporate and retail functions with technical support that has direct impact on internal users and VIP Customers in many cases.
Key accountabilities
1. Provide all aspects of technical and functional support to EITC end users such as Corporate Office and VIP users
2. Ensure completeness of root cause for major/critical incidents, and where possible resolve or provide workarounds, suggestions and improvements to mitigate future incidents.
3. Ensure applications/software environments are fully maintained with appropriately supported updates, patches and/or service packs in line with du EITC Technologies system maintenance policies.
4. Act as a technical resource for internal and external projects
5. Provide software and hardware technical support to all user levels and demonstrate the ability to confidently present technical knowledge
6. Act as a support element to the team on particular issues and provide support and cover where there are specific service pressures.
7. Recommend and assist with developing improvements around support processes, tools, standards and the overall performance and level of support provided by du EITC Technologies Support team.
8. Provide support cover to all members of du EITC as and when required.
9. Continually review the service provided to end-users and customers to ensure it meets agreed service levels and all customers’ requirements
10. Maintain and improve software support methods, standards, KPI’s and SLA’s across all IT supported applications and software.
Experience, Education & Skills Required
- 3-8 years’ experience in a hands-on Technical Support role
- Having extensive work experience with Telecom and Information Technology (IT) industries.
- Strong customer service and support focus with a desire to deliver a high-quality customer focused service
- Self-motivated and highly professional with ability to lead and take ownership and responsibility
- Ability to multi-task, work under pressure and to tight deadlines
- Arabic Speaker
- Bachelor's degree in in Computer Science or Information Systems or any other related education
- CCNA (Preferable)
- ITIL
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