وصف الوظيفة
Role Overview
IT Support Officer at Napco National, providing technical support across the organization.
Role Purpose
Deliver responsive first-line and infrastructure support to business units, maintaining service levels and ensuring continuous operations through rapid problem resolution, equipment management, and knowledge sharing.
Key Responsibilities
Service Support & SLA Management
- Provide support to business units for services set in Service Level Agreements (SLA).
- Take immediate action in case of technical problems and maintain smooth operation.
- Provide flexible and responsive technical support across the company physically and remotely.
Equipment Setup & Maintenance
- Format and prepare laptops and desktops.
- Repair printers, scanners, and photocopiers before allocating to a third party.
- Install and configure all kinds of software for current and new users.
- Deliver and set up items to users in all business units.
- Assist customers in repairing and replacing equipment as necessary.
Infrastructure & Network Support
- Ensure first line of network, telecom, and infrastructure support including cabling, points, and testing.
- Communicate with network, laptop, desktop, and computer accessories suppliers to resolve cases when needed.
Project & Knowledge Management
- Handle IT-related projects given by the support manager and handle sites.
- Update knowledge base once a case or problem is resolved to help in faster response and resolution of similar future cases.
Stakeholder Support
- Help all IT representatives of all business units.
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