• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field,
• Minimum of 4 years of experience in providing Help Desk support in IT solutions and hardware/device management,
• Strong experience with Microsoft Active Directory, Windows Servers, VMware, HyperV, SCCM, SCOM, Google Cloud Console,
• Ability to read and understand event logs Windows Server, VMWare, Hyper-V an understanding of managing, maintaining, and troubleshooting networking technologies such as DNS, TCP/IP, IPv4, IPv6, DHCP etc.,
• Strong problem-solving, good analytical and troubleshooting skills ability to work with and communicate effectively with all levels of employees, clients and IT teams,
• Proven experience in end-user support or customer service,
• Ability to work independently as well as in a team environment,
• Effective communication skills, both verbal and written,
• Experience working in a team-oriented, collaborative environment
• Paying attention to documentation and reporting,
• Strong knowledge of networking, security, and cloud infrastructure,
• Must be willing to travel,
• Proficiency in English is plus,

JOB DESCRIPTION

• Provide 1st level support to end users (hq and stores) on a variety of issues or requests in IT business solutions area such as Nebim Erp, Workflow applications, B2C Solutions, Software applications etc. including system (Windows, MacOS, Google)/Infrastructure and Hardware/Device support,
• Support and lead technical process of store openings (Hardware/device support),
• Support and lead new employee onboarding process,
• Monitor network and hardware performance and follow up the system alerts,
• Monitor scheduled jobs performance and follow up the alerts,
• Analyze, research and resolve IT problems/requests,
• Work with internal IT team or 3rd party vendors/consultants for second level support as needed,
• Giving support for checking 3rd party consultant efforts and make consensus with vendors,
• Track, monitor and document the tickets by ensuring the timely resolution,
• Communicate with headquarter and store employees to provide status, feedback, or general information regarding their requests or incidents,
• Monitor trends in problems, identify their root causes and find permanent solutions,
• Manage internal ITSM platform and prepare reports,
• Manage 3rd party SLAs and prepare reports,
• Provide support for IT projects as needed.