IT Technical Support Officer

Full Job Description

Responsible for ensuring proper computer operations so that end users can efficiently deliver their work through prioritizing, documenting and actively responding & resolving end user technical support requests with the use of diagnostics and request tracking tools.

Notice Period: 1-2 months

Director/Manager: IT

Report To: IT Manager

Department: Information Technology

Job Responsibilities:

• Provide first level support for computer software and Clinics technology equipment used.
• Continuously track and monitor status of information technology systems across primary healthcare center.
• Respond to incoming calls requesting technical support assistance, and take necessary steps to resolve issues in a timely manner.
• Coordinate with the IT Technical Support Supervisor on issues assigned to him/her, respond to the incident/problem and apply appropriate resolutions to close the incident/problem in a timely manner.
• Respond to employees’ emails/calls/TT and other written queries concerning system software and hardware issues, scheduled maintenance, etc.
• Perform fixes at the desktopLaptop level, including installation and upgrade of software, conducting file backups, and configuring systems and applications. 
• Set up and configure desktop computers, Printers, IP Phones, IPTV’s, QMS, peripherals and user accounts, assigning security levels, network access, etc. 
• Systematically document all requests for technical support assistance including end user identification information, nature of problem, and steps taken to resolve issues.
• Perform regular maintenance of all system software and hardware as per maintenance schedule, etc. to ensure business continuity and minimize the system interruptions.
• Coordinate outside contractors or vendors for various services if required.
• Prioritizes and manages multiple projects simultaneously and follow-up on issues in a timely manner.
• Undertakes special projects to meet the objectives of the department
• Performs other related duties as required

• Bachelor Degree in Information Technology, Compute Science or related field is required.
• Certifications such as A+, Network+, MCP are preferred but not required.
• 1 to 3 years of experience in providing Technical support.

• Working knowledge of help desk software, databases and remote control
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• Customer service orientation
• Knowledgeable in Hardware, Networking
• Windows OS ( Windows 7,8 and 10), Servers.
• Microsoft office Applications.
• PCLaptop hardware.
• PCLaptop peripherals, including printers.
• Mobile devices.
• Proficient in English and Arabic

• Local candidates with valid and transferable visa in Kuwait