IT Helpdesk Specialist II

Posted 1 week ago

DEPARTMENT: ICT

REPORTS TO: Applications and Technical Support Coordinator

LOCATION: Tripoli

WORK MODE: Full time

(THIS VACANCY IS ONLY APPLICABLE FOR LIBYAN NATIONALS)

 

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.

 

Applications must be submitted not later than May 7, 2024.

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