Assistant Technical Support | alfanar Electric

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Assist in providing hardware and software technical support efficiently, in a timely manner and quality standards as per the defined policies and procedures to achieve departmental operational plans and developments.

Assist in providing hardware and software technical support efficiently, in a timely manner and quality standards as per the defined policies and procedures to achieve departmental operational plans and developments.

• Professionally address enterprise technical issues, resolving the root cause using available resources.
• Perform installations, configure systems, printers, networks, Wi‑Fi, Bit Locker, and diagnose hardware/software faults.
• Provide support for new application rollouts within defined SLAs to enhance customer satisfaction.
• Extend support to end users on various operating systems, including Windows and Mac OSli>
• Deliver enterprise support for on‑site and remote assistance across alfanar sites.
• Contribute to day‑to‑day service operations through incident management, ensuring operational efficiency.
• Implement IT department policies and processes, meeting SLAs and exceeding customer expectations.
• Collaborate as a key member of the technical support team.
• Provide on‑field support through MS‑Teams, phone, email, and chat to enhance customer experience.
• Follow Service Level Agreement (SLA) targets incidents and problems, ensuring operational efficiency.
• Adhere to service center response time and reliability within agreed tolerance limits.
• Prevent logical security incidents and physical security breaches by adhering to established security protocols.
• Collaborate with product support teams during maintenance phases for system stability.
• Ensure legal compliance of all software used within the site(s) to eliminate risks associated with unauthorized usage.
• Verify installed applications for compliance with IT Department security, governance, and corporate policies.
• Create and maintain knowledge articles/records through ITSM knowledge management, facilitating effective issue resolution.
• Support fellow Technical Support staff by enhancing knowledge search capabilities.
• Document ticket summaries professionally, outlining problem descriptions, proposed solutions, and workarounds using ITSM tools and IT department templates.
• Provide regular management updates on daily/weekly/monthly progress using shared formats/tools.
• Document identified issues as potential problems, contributing to root cause analysis and resolution.

• Ability to obtain updated soft and technical skills related to the job.
• Perform the planned activities to meet the operational and development targets as per delivery schedules.
• Utilize resources effectively to achieve objectives within efficient cost and time.
• Provide a periodic report formatted by detailing the deviation and execution of planned tasks.
• Solve any related problems arise and elevate any complex operational issues.
• Ensure quality requirements to develop effective quality control and processes, including specifications for products or processes or related activities.
• Coordinate well‑defined written systems, policies, procedures, and seek automation opportunities where possible.
• Comply to related policy and procedures and work instructions.
• Ensure compliance of relevant safety, quality, and environmental management procedures and controls within the defined area of work activity to guarantee safety, legislative compliance, and delivery of high‑quality products/services.

Diploma Degree in Computer Science
Work Experience Fresher – 0‑2 years
Technical / Functional

Competencies:

Desktop Operating Systems, Desktop Network Protocols

Alfanar is a Saudi company with an international presence, primarily engaged in the manufacturing and trading of a wide variety of low, medium, and high voltage electrical products, in addition to its portfolio of conventional and renewable energy solutions, oil and gas, water treatment, infrastructure, technical services, and digital solutions.

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