IT Support Specialis - Riyadh, المملكة العربية السعودية - Saudi Telecom Company

وصف

Job Summary

Jobs at this level are responsible for analysing existing IT systems and procedures, advising and resolving specific customer needs and escalating major problems. Also, they are responsible for developing reports on complex user technical requirements and technology/vendor capability.

Key Responsibilities

• Performs routine activities within the specified scope.
• Manages the implementation of approved technology support policies, processes and procedures so that the required work is carried out in a controlled manner.
• Participates in building highly complex user interface applications and back-end databases using technical proficiency in various web development tools, programming languages and scripting languages.
• Monitors the analyses of existing IT systems and procedures, recommending modification programs and user procedures to best meet STC's needs.
• Provides advice and support to service personnel on the best ways of meeting and resolving specific customer needs.
• Ensures the integrity and reliability of data by maintaining backup systems to provide disaster recovery services for IT users.
• Assists in the certification/installation of complex and non-standard hardware and software within STC.
• Coordinates the checks on the quality of new hardware/software releases and provides appropriate feedback to the vendors and technology teams.
• Escalates major problems to the appropriate section or to the vendor defining the time scales in which a resolution must be reached.
• Develops reports on complex user technical requirements and technology/vendor capability.
• Contributes to the achievement of large projects that may involve working with external vendors/developers.
• Assists in providing guidelines to service developers to aid the operating plan development.
• Develops an effective working relationship with users, technology teams and vendors.
• Develops and communicates the scheduling of system manipulations and batch co-ordination exercises.
• Assists in developing new working methods and systems for the work unit to supply end users with increasingly improved levels of support.
• Supports the development of user and technical documentation for the implementation, support and running of new and/or modified systems.
• Helps with routine work and escalates issues, as necessary.
• Liaises within the assigned team to build effective working relationships.

Qualifications/Certification

Bachelor's degree in a Computer Science/Information Technology or Marketing or related discipline

Required Experience

4 - 6 years of experience in the Technical service and maintenance area

Desired Skills & Knowledge

• Intermediate proficiency in data collection and analysis
• Intermediate proficiency in system diagnostic techniques
• Intermediate proficiency in technology applications
• Intermediate proficiency in relevant programming languages
• Intermediate proficiency in IT services and systems
• Intermediate proficiency in data processing functions and developing system data structures is preferred

Language

• Arabic: Advanced
• English: Advanced