Technical Support Specialist
19 hours ago
First-Line Support Technician Job Requirements
About the PositionWe are seeking a highly skilled First-Line Support Technician to join our IT team. This is a critical role that involves providing exceptional technical support to staff, faculty, and students across the organization.
Key Responsibilities:
- Provide technical assistance to customers via phone or email, ensuring prompt and effective resolution of issues.
- Develop and implement efficient IT service management practices to streamline support processes.
- Maintain a thorough understanding of Microsoft Office 365, Windows 10/11, and Windows OS to provide expert-level support.
- Collaborate with stakeholders to evaluate new technologies and identify opportunities for improvement.
- Document and maintain up-to-date procedures and user manuals for MU services.
- Utilize remote diagnostic techniques to troubleshoot and resolve technical issues.
- Ensure accurate recording and tracking of events, problems, and resolutions in logs.
- Communicate effectively with stakeholders to gather user needs and requirements.
- A minimum of 2 years' experience in user support and help desk roles.
- Proven ability to communicate complex technical information in a clear and concise manner.
- Demonstrated expertise in Microsoft products, Windows OS, and academic software.
- Previous experience in a higher education institution is highly advantageous.
This role requires full-time commitment, with working hours as necessary for the position.
The successful candidate will be based in Muscat, Oman, with occasional local travel required.
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