On-site Support Agent-Bilingual (English & Arabic) 523 views89 applications

Job Responsibilities

  • Proficiency in Arabic and English languages.
  • Identify, investigate, and diagnose the issue and take necessary action to resolve or assigns the issue to the right assignment group.
  • Uses the appropriate product categorization for logging incidents and requests
  • Determine the best solution based on the issue and details provided by End-users
  • Walk the End-user through the issue resolving process.
  • Provide accurate information on HICT products or services.
  • Addresses and resolves basic (Level 1) incidents and requests with quality documentation; logs all incidents and requests in ITSM Tool
  • Uses ITSM Tool Templates when available to ensure the accurate and necessary information is obtained.
  • Pass on any feedback or suggestions by End-users to the appropriate internal team
  • Perform remote troubleshooting through diagnostic techniques and relevant questions.
  • Serve as the point of contact for End-users seeking technical assistance over the phone or email or On-site.
  • Contributes to and updates self-help and staff knowledge bases.
  • Performs IMAC (Install, Move, Add and Change)
  • Troubleshoots and resolves PC incidents and/or VIP requests.
  • Perform troubleshooting through diagnostic techniques and relevant questions.
  • Identify, investigate and diagnose the issue and take necessary action to resolve or assigns the issue to right assignment group.
  • Resolves and closes incidents/service requests as per help desk procedures & allocated timelines (SLA).
  • Diagnose and troubleshoot technical issues, including account setup and network configuration
  • Willingness to work flexible hours when needed.
  • Willingness to participate in Special events coverage as per requirement.
  • Adheres to Code of Conduct and Mission and Value statements.

Required Technical Qualifications: 

    • A Bachelor’s degree in Healthcare or IT or equivalent.
    • Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role in healthcare support.
    • Good understanding of computer systems, mobile devices and other tech products.
    • Exceptional verbal, written, and presentation skills.
    • ITIL 4® Foundation certified is an asset.
    • Experience with ManageEngine Service Desk Plus, MS Office products, Cerner, MyCare, Synapse etc. 
    • Overall support experience – 4+ years 
    • This job has expired!
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    Vistas Global is a diversified group of businesses with interests in technology (Vistas Global WLL, Momenta WLL), human capital, media (Vistas Media ME-FZ LLC), digital, food & beverage (Nushi, Haagen Dazs, Caliburger, Kamats), engineering (Vistas Security, Vistas Engineering) and real estate. Our expertise coupled with our partnerships with industry leaders, help us in being able to architect your business needs into technology programs that include hardware, software, business process, management and support programs all tied into strong ROI models.
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