Role Summary

You will primarily be responsible providing technical assistance to computer system users. You will answer questions or resolve computer problems for clients in person, via telephone or from a remote location. You will also provide assistance concerning the  use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems

Role Description

Perform necessary technical support to all business unit operations and further the Group’s strategy.

Answer users’ inquiries regarding computer software and hardware operation to resolve problems.

Maintain relations with selected vendors for hardware or software problems or defective products for service

Build and maintain strong and effective relationship with all other related departments and units to achieve the Group’s goals! objectives.

Provide support for stand-alone and LAN PC users, including upgrades, installation, troubleshooting and maintenance.

Consult with Quality Assurance staff to create Performance Measurement Reports for analytical review.

Provide timely and accurate information to the external and internal auditors and the Compliance function as and when required.

Install and perform minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.

Set up equipment for employee use, performing or ensuring proper installation of cable, operating systems, and appropriate software.

Maintain record of daily data communication transactions, problems and remedial action taken, and installation activities.

Read technical manuals, confer with users, and conduct computer diagnostics to investigate and resolve problems and to provide technical assistance and support.

Provide support for assigned units of all network components including network accessories, lines, cabling, PCs, servers, printers, ATMs, and machines and be ready to backup team members in support calls.

Maintain equipment or coordinate with vendors to ensure high availability and service levels.

Maintain maximum system up time for maximum end-user productivity. Provide Desktop Computing Support for hardware and software.

Apply software/patches upgrades and respond to user requests as needed. Diagnose problems with hardware (PC desktop or server).

Repair or upgrade any printer or PC.

Assist the Manager IT in developing training materials and procedures, and/or train users in the proper use of hardware and software.

Assist the Manager IT prepares evaluations of software or hardware, and recommend improvements or upgrades.

Modify and customize commercial programs for internal needs.

Enter commands and observe system functioning to verify correct operations and detect errors.

Provide inputs to the Senior Support Engineer in conducting office automation feasibility studies, including workflow analysis, space design, and cost comparison analysis

Ensures high standards of confidentiality and ethics to safeguard commercially sensitive information.

All other ad hoc duties and/or activities related to QNB that management may request of the employee from time to time.

Qualifications

Degree/Certificate in Computer Engineering or relevant

Minimum 2 years’ experience with a specialization in the provision of technical support.

Training courses and certification in circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.

Special Required skills:

• Customer service orientation (for the Group’s users).
• Excellent oral and written communication skills in English and Arabic (preferable).
• Strong analytical, problem solving, decision-making and financial management skills.
• Self-driven with well-developed leadership, motivational and team-building skills.
• Ability to identify need for change, adaptable and flexible in anticipating and realizing market opportunities.
• Understanding of linkages driving profit.
• Good interpersonal and networking skills.