Technical Support Specialist

Roles and responsibilities

We are looking for a skilled Technical Support Specialist to provide prompt and efficient technical assistance regarding computer systems.

You will be responsible for answering customer inquiries regarding basic technical issues and providing advice on how to resolve them.

The Technical Support Specialist must have good technical knowledge and be able to communicate effectively to understand the issue and explain the solution.

Must also be innovative and patient in dealing with customers.

Determine the best solution based on the issue and details provided by the customers.

Guide customers through the problem resolution process.

Follow up and update the status and information of the work.

Technical Troubleshooting and Issue Resolution
Respond to customer inquiries or internal teams regarding technical issues via phone, email, or live chat.
Diagnose and resolve hardware, software, and network problems, ensuring minimal disruption to users.
Identify and escalate unresolved issues to higher-level technical teams or developers when necessary.
Use diagnostic tools and techniques (e.g., remote desktop software, system logs, command-line troubleshooting) to identify the root causes of issues.
. Customer Support and Service
Provide high-quality, professional support to customers or end-users, ensuring their technical issues are resolved efficiently and effectively.
Guide users through step-by-step solutions and troubleshooting processes, ensuring they understand the steps involved in resolving their issues.
Maintain a positive attitude, especially when dealing with frustrated or non-technical users, ensuring a good customer experience.
Product Installation, Setup, and Configuration
Assist customers or internal teams with the installation, setup, and configuration of software, hardware, or networking equipment.
Ensure that the correct configurations are applied based on customer requirements or organizational standards.
Provide guidance and instructions on how to use specific software, hardware, or systems after installation.

Desired candidate profile

IT DIP +2 Y EXP - or Fresh Graduate

Diploma in Information Technology or equivalent.

2 years experience in computer support.

Or Bachelor's degree in Information Technology or equivalent Fresh Graduate

For 36 calendar months.

Solid experience as a technical support specialist or technician.

Good knowledge of operating systems (Windows and macOS), software and networks.

Excellent Arabic language and good command of English.

Excellent communication skills and ability to simplify complex technical concepts.

Documentation and Reporting
Maintain detailed records of issues reported, troubleshooting steps taken, and resolutions provided in ticketing systems or support platforms (e.g., Jira, Zendesk, Freshdesk).
Create and update user manuals, FAQs, and knowledge base articles to help users resolve issues independently.
Provide regular reports to management or relevant teams about recurring issues or feedback received from users.
User Training and Education
Conduct training sessions or create educational materials to help users better understand and use products or systems.
Offer tips and advice on best practices to help users avoid common issues and optimize their use of technology.
Provide guidance to less experienced team members or new employees regarding technical troubleshooting and customer service best practices.