First Level Technical Support Representative

• Posting Date: 30/10/2024
• Ref: ITKSA46
• Position: First Level Technical Support Representative
• Location: KSA
• City: Riyadh
• Sector: IT Services
• Years of Experience 3-5 Years
• Qualification: BA in computer science, computer engineering or relevant field
• Salary: Market rate
• Description:
  Key Responsibilities:

  • Respond to end-users’ inquiries via phone, email, or ticketing system in a professional and courteous manner.
  • Troubleshoot and resolve basic technical issues related to software, hardware, and network connectivity.
  • Guide end-users through step-by-step solutions, ensuring clear communication throughout the process.
  • Document customer interactions, technical issues, and resolutions in the support ticketing system.
  • Escalate unresolved issues to appropriate technical teams or higher-level support.
  • Provide product and service information to customers, ensuring they are informed of available resources.
  • Stay updated on product changes, technical updates, and common issues to improve response efficiency.
  • Assist in maintaining a knowledge base of common issues and solutions for internal use.
  • Contribute to team efforts by meeting individual and team performance metrics.

  Qualifications:

  • High school diploma or equivalent; associate’s or bachelor’s degree in a related field preferred.
  • Previous experience in technical support.
  • Advanced understanding of computer systems, mobile devices, and software applications.
  • Advanced knowledge of Microsoft AD , Outlook , Group policies
  • Strong problem-solving skills and attention to detail.
  • Excellent verbal and written communication skills.
  • Ability to work in a fast-paced environment and manage multiple tasks simultaneously.
  • Familiarity with ticketing systems and remote support tools is an advantage.
  More