ABOUT THE COMPANY
AZADEA Group is a premier lifestyle retail company that owns and operates more than 40 leading international franchise concepts in fashion and accessories, food and beverage, home furnishings, sporting goods, multimedia and beauty and cosmetics across the Middle East and Africa spread across 13 countries overseeing more than 700 stores.
JOB PURPOSE
The IT Service Support Associate is responsible for providing technical support to users and assisting in the maintenance of IT systems. He/she installs, configures, and maintains hardware and software components, troubleshoots issues, and provides support to users both on-site and remotely.
RESPONSIBILITIES
- Inspect personal computer equipment and install hardware and peripheral components, such as monitors, keyboards, printers, and disk drives. Support hardware maintenance and perform basic troubleshooting.
- Assist in maintaining and updating the group’s active directory under the guidance of senior team members.
- Install and configure designated software packages, including operating systems, business applications, and office tools. Provide basic maintenance and troubleshooting support for software-related issues.
- Provide support to users for inquiries regarding networking, operating systems, system hardware diagnoses, software, and operator-related issues. Assist users with setup and configuration of software and hardware.
- Assist in troubleshooting business applications, including relevant applications. Monitor systems and networks to identify and resolve basic issues.
- Support in managing and prioritizing reported requests and incidents logged in the service desk system. Provide updates and status reports to senior team members on the resolution of requests and incidents.
- Assist in maintaining documentation of hardware and software configurations, troubleshooting procedures, and resolutions.
LANGUAGE & TECHNICAL SKILLS
Language Proficiency
- Fluency in English.
Specific Skills
- Experience in Windows operating systems and networking.
- Knowledge of hardware and Microsoft Office applications.
EDUCATION
Bachelor’s degree in Information Technology, or Computer Science, or a related field.
EXPERIENCE
Zero to two years of experience in a similar role.
BEHAVIORAL COMPETENCIES
Tech Savvy
Anticipates and adopts innovations in business-building digital and technology applications. For example, makes effective use of the latest technologies required for success in the role; grasps the main terminology. Learns and adopts new technologies, although may require some time to master the changes.
Optimizes Work Processes
Knows the most effective and efficient processes to get things done, with a focus on continuous improvement. For example, uses metrics and benchmarks to monitor accuracy and quality. Takes steps to make methods productive and efficient. Promptly and effectively addresses process breakdowns.
Drives Results
Consistently achieves results, even under tough circumstances. For example, does what is necessary to meet goals and deliver expected results with acceptable quality. Shows consistent effort to complete even unpleasant or routine tasks in a timely manner; maintains work focus despite obstacles or setbacks.
Communicates Effectively
Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. For example, seeks out others’ perspectives and asks good questions. Shares information that people want to know; gives appropriate context and details when speaking.
Self-Development
Actively seeks new ways to grow and be challenged using both formal and informal development channels. For example, demonstrates strong commitment to own development by continuously updating knowledge, skills, and abilities. Shows strong enthusiasm for seeking learning opportunities