Implement IT department’s established policies and procedures and comply with Tawfeer’s other policies
Provide Technical Support and Guidance:
- Serve as the first point of contact for customers seeking technical assistance over the phone, email, or in person.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions.
- Walk the customer through the problem-solving process.
Installation and Configuration:
- Install, modify, and repair computer hardware and software.
- Run software updates and antivirus programs.
Operational Maintenance:
- Follow up with customers to ensure the issue has been resolved.
- Gain feedback from customers about computer usage.
- Maintain daily performance of computer systems.
Documentation:
- Write training manuals.
- Train computer users.
- Maintain a log of all technical support queries for internal use.
Collaboration and Escalation:
- Refer major hardware or software problems or defective products to second level of Applications and Infrastructure teams.
- Work with the IT team to ensure operational coherence and reliable system performance.
Requirements
· Bachelor’s Degree in IT, Computer Science, MIS or any related field.
· Proven experience as a helpdesk technician or other customer support role.
· Tech savvy with working knowledge of office automation products, databases, and remote control.
· Good understanding of computer systems, mobile devices, and other tech products.
· Ability to diagnose and resolve basic technical issues.
· Excellent communication skills.
· Customer-oriented and cool-tempered.
· Accountability.
· Communication skills.
· Detail Oriented.
· Initiative.
· Working Under Pressure.
· Reliable and Dependable.
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Capital Partners provides businesses with financial solutions to achieve financial goals. Our partners are boutique, focused on their businesses and technology driven, providing you with ways additional revenue with the ability to scale without requiring a staff of analysts.
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