Technical Support Officer

Job Summary :

Delivering the daily operations and activities of the Technical Support to ensure that Leejam’s employees are receiving adequate and timely assistance on digital and information related matters, including following all procedures related to the identification, prioritization and resolution of employees’ help requests on matters such as hardware and software installations, setups, troubleshooting, maintenance and others.

Roles and Responsibilities:

• Managing the process of receiving and prioritizing help requests from Leejam’s employees with regards to desktop-level software issues to ensure that accurate and sufficient information needed for their resolution has been collected. In addition to recording and maintaining logs of these issues and users’ inquiries for future reference.
• Ensuring the required installations of hardware systems such as printers, scanners, keyboards, overhead projectors and other devices, to ensure proper installation and that they are ready to use.
• Monitoring and tracking the process of problem resolution by testing the fixes that have been made to ensure that problems have been resolved effectively and promptly.
• contributing to the corrective maintenance of desktop related failures and troubleshooting of computers’ software and hardware to ensure that they have been done properly and according to plan.
• Escalating unresolved, more complicated and/or specialized issues to the Line manager or collaborating with external parties as needed to provide proper support.
• contributing to preventive maintenance schedules for basic devices such as computers and printers to ensure highest levels of performance.
• Contributing to developing, reviewing and improving the Help Desk standards, policies and procedures and as well as ensuring their implementation for their efficiency and effectiveness.

Job Qualifications:

• Bachelor degree in Information Technology or any related field.
• Minimum 2 years in a related field.