Technical Support Coordinator/ Executive

Technical Support Coordinator/ Executive - (385)

About Zahrawi Group

Zahrawi Group is a leading company in the GCC Healthcare Industry with its presence in UAE, KSA, Qatar, Bahrain, & Oman markets. The company supplies and distributes high-quality products and services to Hospitals, Clinics, Laboratories, & Analytical Industries.

job Brief

The incumbent is responsible for all Zahrawi’s PC desktop, laptop configuration and application support including Windows Operating Systems, software and other applications.

job Brief

The incumbent is responsible for all Zahrawi’s PC desktop, laptop configuration and application support including Windows Operating Systems, software and other applications.

They also provide technical support and assistance to all employees including maintenance and upgrading of resources.

ACCOUNTABILITIES

• Adhere to all Zahrawi Policies & Procedures as applicable.

IT Infrastructure:

• Maintain the LAN infrastructure for Zahrawi Offices and warehouse within KSA.
• Check the LAN, WAN connectivity of the servers on a regular basis.
• Perform routine network startup and shutdown procedures and maintain control records.
• Handle the telephone system of office and warehouse, as well as the remote office telephone system with KSA.
• Maintain CCTV infrastructure and ensure recording and backup.

Help Desk Support:

• Support Zahrawi employees with requests submitted through Helpdesk Management.
• Provide internal and external support of all IT Equipment for each employee of Zahrawi.
• Handle access card account creation and issuance of access cards as per request for HR.
• Install and Configure Windows Operating System. Office Applications, PC Installations, Mail Configuration for Outlook
• Coordinate and communicate with affected parties in case of any hardware or software failures reported to the Helpdesk Management.

Backup & Security:

• Daily check for viruses and update the antivirus database.
• Monitor and remove any virus, spyware, and other non-authorized software.
• Apply appropriate security policies.
• Perform regular security monitoring to identify any possible intrusions.
• Perform regular file archival and purge as necessary.
• Maintain proper permission for shared resources in Cloud and Local Servers.
• Perform daily backup operations, ensure all required file systems and system data are successfully backed up to the appropriate media, recovery tapes or disks are created, and media is recycled and sent off site as necessary.

Troubleshooting:

• Troubleshoot and resolve hardware, connection, printer and software issues reported to the Service Desk.
• Troubleshoot and resolve all problems encountered with hardware and software.
• Escalate requests to the appropriate party, as needed.
• Replace or repair defective parts and equipment.
• Coordinate and follow-up with service centers for repairs of laptops and printers.
• Visit remote offices and warehouse within KSA regions for problem solving and regularly visit for check-up and maintenance.
• Receive calls on daily basis to attend for troubleshooting because of system hang-up and attend for rectifying and solving the problems.
• Repair and recover hardware or software failures while coordinating and communicating with impacted constituencies.

Maintenance & Upgrading:

• Maintenance of inventory items for IT assets and equipment’s in use.
• Analyze equipment performance records in order to determine the need for repair or replacement.
• Perform ongoing performance tuning, hardware upgrades, and resource optimization as required. Configure CPU, memory, and disk partitions as required.
• Apply OS patches and upgrades on a regular basis, and upgrade administrative tools and utilities. Configure / add new services as necessary.
• Upgrade existing internet connections as and when needed.
• Ensure all IT operations meet the Industry standards and suggest IT solutions to business problems.

IT Procurement

• Handle IT purchases and IT petty cash.

REQUIREMENTS

• Education: Bachelor’s degree in Information Technology & Computer Science or related IT major (MCSE certification/CCNA certification is a plus)
• Experience: 2+ years of relevant IT experience
• Job Specific Skills: Effective Communication skills - Time management skills & Follow-up skills - Problem Solving Skills - Hardware & Software user support, Networking & IT security, Maintenance of LAN infrastructure - Reporting skills – Ability to work under pressure.
• Additional Details: Candidate should be based in KSA; Riyadh - Has valid KSA driving license.

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