Diagnose and troubleshoot support issues related to end user hardware equipmentDistribution groups and handling password issues.Setup/troubleshoot/maintain end users’ profilesProvide technical assistance and guidance for groups or individual users locally or remotely when neededMaintain the hardware and software availability to ensure business continuity.Participate in software and hardware inspections, and provide technical evaluation and recommendations.Proactively optimize IT devices with proper configuration items managementAssist in writing manuals and documentation.Communicate effectively throughout the lifecycle of incident/Request with proper handover and escalation procedure using the ITSM toolEnsure that all attended calls are logged, updated and closed properlyAssist in Material Requests (MR’s) preparation and technical evaluation and follow up until receiving the itemsFunction as acting supervisor when requiredAttend or assist technicians and engineers for complicated technical issues, calls from VIP and sensitive usersParticipate in improving IT Service Policies, Processes and workflows as required.Participate/assist higher IT management (Team Leader/Supervisor/Head of Section/ Department Manager) in writing Request For Proposals related to the section needsPrepare reports about technical problems and general reports relevant to the job and submit it to superiors.Researches for new technology and solutions that can be applied in Al Jazeera Network to improve our level of support and Research the marketplace for best IT equipmentCoach and train new employees within the section.Manage/assist in projects related to IT Client services sectionPerform other duties relevant to the job as requested by superiorsProvide technical support services to cover events inside and outside the country