Job Responsibilities * Research and identify solutions to software and hardware issues * Diagnose and troubleshoot technical issues, including account setup and network configuration * Ask customers targeted questions to quickly understand the root of the problem * Track computer system issues through to resolution, within agreed time limits * Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue * Properly escalate unresolved issues to appropriate internal teams (e.g. software developers) * Provide prompt and accurate feedback to customers * Refer to internal database or external resources to provide accurate tech solutions * Ensure all issues are properly logged * Prioritize and manage several open issues at one time * Follow up with clients to ensure their IT systems are fully functional after troubleshooting * Prepare accurate and timely reports * Document technical knowledge in the form of notes and manuals * Maintain jovial relationships with clients Job Requirements * Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role * Hands\-on experience with Windows/Linux/Mac OS environments * Hands on experience in supporting ATM or Kiosks * Hands on experience in supporting applications * Good understanding of SQL * Good understanding of computer systems, mobile devices and other tech products * Ability to diagnose and troubleshoot basic technical issues * Familiarity with remote desktop applications and help desk software (eg. Zendesk) * Excellent problem\-solving and communication skills * Ability to provide step\-by\-step technical help, both written and verbal * BS degree in Information Technology, Computer Science or relevant field * Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus * Good command of English. * Driving license is mandatory Job Type: Full\-time Pay: RO300\.000 \- RO400\.000 per month