DEPARTMENT: ICT

REPORTS TO: Applications and Technical Support Coordinator

LOCATION: Tripoli

WORK MODE: Full time

Objectives of Job:

• Technical Support: Provide first-line support to end users, resolving hardware, software, and basic network issues
• Troubleshooting: Diagnose and troubleshoot system/network problems, ensuring timely resolution or escalation
• System Maintenance: Assist in maintaining and monitoring computer systems and networks for optimal performance.
• Collaboration: Share knowledge and support a cohesive IT environment with team members
• User Training: Guide and train users on basic system functions, promoting self-sufficiency.
• Continuous Improvement: Stay updated with technology trends, suggesting improvements for the helpdesk function.

Main Duties and Responsibilities:

• Diagnose, troubleshoot and resolve computer systems and hardware issues.
• Diagnose, troubleshoot and resolve all standard software and operating system issues.
• Resolve basic problems with Local Area Networks (LAN), Wide Area Networks (WAN) and internet.
• Address telephone and VoIP issues.
• Deploy workplace devices (desktops, laptops, and workstations).
• User and technical support on multifunctioning devices (print/scan/copy devices)
• Perform preventative maintenance including the installation of service packs, patches, malware, and spyware scans.
• Set up, support, and troubleshoot multimedia equipment, videoconference, TV, smart screens and beamers in training and conference rooms.
• Provide first level support on cloud services including OneDrive, Outlook, SharePoint Teams etc.
• Contribute to creating and updating ICT documentations and knowledge base information.
• Follow IT internal workflows, guidelines, and policies.
• Report feedback from end-users concerning their experience using the company’s computers, hardware, software, and solutions.
• Organize ICT hardware storage.
• Manage ICT assets using ICT assets management system.
• Create and follow up purchase requisitions for ICT equipment and software.
• Organize and follow up paperwork.

Required Qualifications and Skills:

• High diploma or higher certificate in Information Technology, computer science or Telecommunications
• Minimum 2 years' work experience in the service desk activities.
• Solid knowledge of operating systems, business applications, printing systems and networks.
• Supporting and working with Office365 Products.
• Experience in IT support on a Help Desk or Service Desk.
• Ability to multitask on day-to-day tasks.
• Very good communication skills.
• Good writing skills.
• Analytical thinking.
• Time Management
• Well organized.

Personal Traits:

• Embrace ICT team values: positive attitude, reliability, team spirit, self-motivated, etc.
• Keen attention to details, memory of patterns, and interest in problem-solving
• Interpersonal Skills.
• Work Ethics.
• Discreet and Enduring.

Notes:

• Nature of job requires on-call rotation and working remotely.
• Job holder may be required to drive to other office locations.