L1 Support Technician
| Job Purpose Reporting to the Operations Manager, responsible for day to day support to end user. |
| Accountabilities |
| • Take a lead to provide immediate fix whenever user incidents are identified or reported in the system. • Asset and PPM uploads to CAFM system using EXCEL import. • Support Specialist is responsible for the stability of applications assigned to them by Managers and ongoing support for those applications. • This includes service delivery, SLA maintenance for Incidents and SRs. They will be reporting to the Manager, Application Operations. • This role is also responsible for maintaining production systems to the SLA targets for system availability, incident response and resolution time, and problem follow-up • Overall responsibility for 1st level support and interface to 2nd& 3rd level support in alignment with client Operating Model and tool set. • Send/ Receive Hotline/ Email/ Tickets communication/ interaction with end users. • Willingness to learn new Tools/ Technologies as par business requirements. • Complete ownership of the Application Help Desk (Hotline/ Email/ Tickets) and resolution within defined Service Operation processes (SLA & OLA). • Analysing, troubleshooting and evaluating technology issues. • Providing on-site technical support. • Providing remote technical support over the phone or the internet. • To take ownership of user problems and be proactive when dealing with user issues. |
| Objectives SMART Objectives set by the line manager |
| Education/Qualification, Skills, Competencies and Experience |
| • 1 – 3 years of experience in Providing Level 1 application support • 3 + years in concept evolution (CAFM) administration / support – Mandatory. • Experience in documenting Level 1 task and to be performed on routine basis. • Knowledge of designing / modifying crystal reports. • Good communication skills (Must) • Expert-level skills with Microsoft Office products such as Excel and Word • Language Skills: Fluent in English. Multilingual/Arabic is a plus • Knowledge of writing basic SQL queries. • Education: Minimum Degree Required: Bachelor’s degree |
Job Category: Software
Job Type: Full Time
Job Location: SAUDI (KSA) / Riyadh City
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