Offer summary

Qualifications:

Experience in technical support or IT services is essential., Familiarity with ITIL processes and standard operating procedures is required., Strong communication skills to provide accurate information and assistance to users., Ability to document solutions and share knowledge effectively..

Key responsibilities:

Respond to IT incidents and tickets in a timely manner.

Provide remote technical assistance to users and escalate unresolved issues.

Prepare and share ticket status reports and follow up until resolution.

Analyze common complaints to identify permanent fixes and achieve SLAs.

People Dynamics is an integrated HR solutions company set up by a group of HR practitioners with significant global experience and achievements. We have the capabilities and a proven track record of having designed HR solutions around global best practices while keeping the right local flavour and delivering the most desirable results for our clients. Currently, People Dynamics services clients in Qatar, Oman, Kuwait, Jordan, Maldives, Kenya, Tanzania, Myanmar and Indonesia. If you are looking for practical solutions for your HR needs and a service provider with global expertise and strong local roots, we will be glad to be of assistance. Our range of services are spread across 5 lines of business Executive Search Senior and Middle Management Search General Staffing / Professional Staffing/ Outsourcing Human Resources Consulting Qatarization

Job description

Position : Technical Support Engineer

Contract : 12 months

Joining : Immediate joiners only

Ensure all incidents / tickets related to IT systems are responded efficiently in timely manner
Ensure that standard operating procedures are followed as per established ITIL processes
Provide accurate information on IT products and services with highest level of end user satisfaction
Remotely provide technical assistance to user queries and problems
Escalate unresolved issues to the next level of support team
Ability to document the solution properly and share the knowledge across the teams
Following up with end user's and service teams until tickets are resolved
Prepare and share ticket status reports
Review and analyze common complaints and problems to identify permanent fix
Achieve SLAs for resolution on incidents and service requests
Exercise patience and professionalism during stressful situations

Required profile