Field Support Staff

Job Role Overview

This position involves overseeing management, maintenance, and providing assistance for end users' computing assets, including both existing hardware and software and any new additions made during the term of the contract.

Key Responsibilities

• Manage and maintain end user assets consisting of current and newly added hardware and software.
• Install software such as Microsoft Office, operating systems, standardized images, and various other programs.
• Set up hardware components including PCs, conduct device inspections, install printers and scanners, and maintain printer ink supplies.
• Carry out workplace surveys covering assets, users, locations, and applications.
• Adhere to ITIL policies and protocols for end user support management.
• Generate detailed reports associated with support requests and end user calls.
• Deliver VIP-level support to specified end users.
• Troubleshoot network connectivity and server-related issues.
• Assist proactively with help desk activities involving printer, hardware, software, and associated technical issues.
• Install and configure operating systems on desktops and software for Ministry of Justice (MOJ) users.
• Set up, configure, and troubleshoot email client applications.
• Identify, diagnose, and resolve errors in computer hardware, software, and peripherals.
• Maintain oversight of all MOJ hardware and software inventory.
• Replace malfunctioning hardware devices as needed.
• Conduct partitioning tasks including drive space allocation, demonstrating knowledge of NTFS and FAT file systems.
• Support printer and peripheral device operations.

Required Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• CompTIA A+ certification.
• ITIL Foundation certification.
• Microsoft 365 Certified.
• CCNA certification.
• Minimum of four years of hands-on experience troubleshooting desktop hardware and software issues.
• Proficient supporting Windows environments with expertise in applications, systems, and business requirement analysis related to applications and procedures.
• Fluency in both English and Arabic languages.