Dar Al-Handasah Consultants (Shair and Partners) is a privately-owned international multidisciplinary consulting organization in engineering, architecture, planning ,environment, project and construction management, facilities management and economics, founded in 1956, its principal design head office and technical support facilities are located in Beirut, Lebanon; Cairo, Egypt; London, UK; Pune, India; and Amman, Jordan; with a network of 47 permanent local branch offices throughout the Middle East, Africa Asia and Europe of which 23 are on the African continent.

The System Support Technician’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations.

Responsibilities

Strategy & Planning

• Evaluate documented resolutions and analyze trends for ways to prevent recurring issues.
• Alert management to emerging trends in incidents.
• Able to support a variety of devices at our primary office and Sites Devices as well.

Acquisition & Deployment

• Deploy pre-packaged software as needed using automated deployment tools.
  Assist in software releases and rollouts according to change management best practices.

Operational Management

• Perform onsite analysis, diagnosis, and resolution of complex computer problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed using remote tools.
• Receive and respond to incoming calls, service desk tickets, emails, or chat regarding equipment incidents.
• Prioritize incidents and service requests according to defined processes to meet defined SLAs.
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required service levels.
• Collaborate with network administrators to ensure efficient operation of Dar’s end-user computing environment.
• Where required, administer and resolve issues with associated end-user workstation networking software products.
• Identify and learn appropriate software and hardware used and supported by Dar.
• Perform hands-on fixes at the desktop level when required, including hardware repairs, delivery of peripherals, or other fixes as determined.
• Install antivirus software and ensure virus definitions are up to date.
• Perform preventative maintenance, including checking and cleaning workstations, printers, and peripherals.
• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring end-user device operations.
• Develop and maintain an inventory of all monitors, keyboards, hard drives, network cards, and other components and equipment as needed.
• If necessary, liaise with third-party support and equipment vendors.
• Escalate incidents with accurate documentation to a suitable engineer, when required.
• Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Operational experience with the print management solution.
• Research solutions through the internal and external knowledge base as needed.
• Test fixes to ensure incidents/service request has been adequately resolved.
• Perform post-resolution follow-ups with other IT team members as required.

Job Requirements

Position Requirements

• Formal Education & Certification
• University degree in the field of computer science and 3 years equivalent work experience.
• Certification/Training Course in MCP, ITIL Foundation level, A+ & Security+.

Knowledge & Experience

• Knowledge of advanced computer hardware, MFPs, IP phones, and Dar engineering & productivity software.
• Working knowledge of a range of diagnostic utilities.
• Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes.
• Able to read and understand technical manuals, procedural documentation, and OEM guides.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.
• Fluent English language skills.

Personal Attributes

• Ability to conduct research into a wide range of computing issues is required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly, business-friendly, and technical language.
• Highly self-motivated and directed.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.

Work Conditions

• Sitting for extended periods of time.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals.