بسم الله الرحمن الرحيم
التحليل الوظيفى
TOR
Technical Support Specialist job analysis
Job Overview:
A Technical Support Specialist provides first-line support to end-users by troubleshooting, diagnosing, and resolving hardware, software, and networking issues. The role involves providing technical assistance via phone, email, or in person to ensure the smooth operation of IT systems.
Key Responsibilities:
End-User Support:
- Troubleshoot hardware and software issues for end-users.
- Assist users with system access, passwords, and software usage.
Incident Management:
- Log, track, and prioritize IT tickets using helpdesk tools.
- Escalate complex issues to higher-level IT teams when necessary.
System and Hardware Maintenance:
- Install and configure computer systems, printers, and peripherals.
- Ensure proper system performance through updates and patches.
Documentation:
- Document issues, solutions, and knowledge base articles.
- Record all support activities for future reference.
Daily Tasks:
- Respond to support tickets, emails, or phone calls from end-users.
- Troubleshoot common IT issues such as software errors, system crashes, or connectivity problems.
- Perform routine checks on IT systems, including updates and patch management.
- Install or configure hardware and software for new users.
- Update user guides or FAQs to assist employees with common IT issues.
Skills:
1. Computer Skills:
- Operating Systems: Windows, macOS, Linux.
- Software: Microsoft Office Suite, antivirus tools, and troubleshooting tools.
- Remote Support: TeamViewer, AnyDesk, or Remote Desktop.
2. Language Skills:
- Excellent verbal and written communication for technical explanations.
- Ability to document technical solutions clearly for knowledge sharing.
3. Job Technical (Functional) Skills:
- Diagnosing and troubleshooting hardware/software issues.
- Basic knowledge of networking protocols (TCP/IP, DNS).
- Understanding of ticketing systems (e.g., ServiceNow, Zendesk, Freshdesk).
4. Interpersonal Skills:
- Customer Service: Providing patient and friendly support to end-users.
- Time Management: Managing multiple IT support requests effectively.
- Problem-Solving: Diagnosing issues and implementing timely solutions.
Job Specifications:
- Education: Diploma or bachelor’s degree in IT, Computer Science, or a related field.
- Experience: 1–3 years in a technical support role.
- Certifications: CompTIA A+ or ITIL Foundation preferred.
Performance Metrics:
- Average response time to support tickets.
- User satisfaction ratings (CSAT scores).
- First-call resolution (FCR) rate.