Job Summary
Provide First-Level Support: Assist end-users by troubleshooting OT-related issues, performing account maintenance, and delivering basic training where required. • Ticket Management: Log, categorize, and prioritize incidents and service requests in ServiceNow, ensuring accurate routing and SLA compliance. • Collaborate for Process Efficiency: Streamline workflows, and perform standard administration functions as needed. • Resolve Cross-Functional Issues: Handle Level 1 OT incidents and escalate complex issues to appropriate resolver groups promptly. • Perform Diagnostic Tests: Execute industry-standard tests to identify and resolve faults in OT systems and infrastructure. • Communicate Effectively: Explain technical solutions in clear, non-technical language to end-users and stakeholders. • Develop Technical Knowledge: Continuously build expertise in monitoring, diagnosing, and resolving OT-related problems. • Adhere to Standards: Follow SOPs, technical documentation, and architectural guidelines to maintain quality and compliance. • Knowledge Management: Document resolutions and contribute to knowledge articles to support self-help and reduce repeat incidents. • Additional Duties: Perform other responsibilities as assigned by management, including improvement initiatives.
Key Responsibilities
2. Respond to and resolve support tickets independently within agreed SLAs, ensuring accurate documentation and follow-up in both languages.
3. Perform root cause analysis on recurring technical problems, using Windows diagnostic tools to identify solutions and prevent future incidents.
4. Update and manage the knowledge base by documenting solutions and troubleshooting steps in English and Arabic for team reference.
5. Participate in on-call support rotations, handling escalations and providing clear communication to users in their preferred language.
6. Coach and support analysts and new team members by sharing technical knowledge and language-specific best practices.
Skill Requirements
]Provide First-Level Support: Assist end-users by troubleshooting OT-related issues, performing account maintenance, and delivering basic training where required. • Ticket Management: Log, categorize, and prioritize incidents and service requests in ServiceNow, ensuring accurate routing and SLA compliance. • Collaborate for Process Efficiency: Streamline workflows, and perform standard administration functions as needed. • Resolve Cross-Functional Issues: Handle Level 1 OT incidents and escalate complex issues to appropriate resolver groups promptly. • Perform Diagnostic Tests: Execute industry-standard tests to identify and resolve faults in OT systems and infrastructure. • Communicate Effectively: Explain technical solutions in clear, non-technical language to end-users and stakeholders. • Develop Technical Knowledge: Continuously build expertise in monitoring, diagnosing, and resolving OT-related problems. • Adhere to Standards: Follow SOPs, technical documentation, and architectural guidelines to maintain quality and compliance. • Knowledge Management: Document resolutions and contribute to knowledge articles to support self-help and reduce repeat incidents. • Additional Duties: Perform other responsibilities as assigned by management, including improvement initiatives.
Other Requirements
Provide First-Level Support: Assist end-users by troubleshooting OT-related issues, performing account maintenance, and delivering basic training where required. • Ticket Management: Log, categorize, and prioritize incidents and service requests in ServiceNow, ensuring accurate routing and SLA compliance. • Collaborate for Process Efficiency: Streamline workflows, and perform standard administration functions as needed. • Resolve Cross-Functional Issues: Handle Level 1 OT incidents and escalate complex issues to appropriate resolver groups promptly. • Perform Diagnostic Tests: Execute industry-standard tests to identify and resolve faults in OT systems and infrastructure. • Communicate Effectively: Explain technical solutions in clear, non-technical language to end-users and stakeholders. • Develop Technical Knowledge: Continuously build expertise in monitoring, diagnosing, and resolving OT-related problems. • Adhere to Standards: Follow SOPs, technical documentation, and architectural guidelines to maintain quality and compliance. • Knowledge Management: Document resolutions and contribute to knowledge articles to support self-help and reduce repeat incidents. • Additional Duties: Perform other responsibilities as assigned by management, including improvement initiatives.