Company Description: BOB Finance is an accredited Western Union agent in Lebanon, operating a wide network of more than 850 locations across the country. As a FinTech institution, BOB Finance provides accessible and reliable financial services to a diverse customer base. The organization is focused on innovation, secure transactions, and customer-centric service delivery. Team members benefit from working in a dynamic environment where technology and finance intersect.
Role Description: The IT technical support role is that of providing first and second level support through handling incidents and Requests, and taking calls using the incident management and request fulfillment processes, in line with IT logistics objectives.
He is responsible to install and configure computer systems, diagnose hardware and software faults and solve technical and application problems physically or remotely.
The work is as much about understanding how information systems are used as applying technical knowledge related to computer hardware or software.
Responsibilities:
- Provide effective first level technical support as required for incidents and requests.
- Ensure all incidents or requests open by users or systems are treated and closed within their respective SLA.
- Ensure that fixes and resolutions are executed according to knowledge base documents.
- Install and configure computer hardware operating systems and applications.
- Monitor and maintain computer systems and networks.
- Troubleshoot system and network problems, diagnosing and solving hardware or software faults.
- Replace parts as required.
- Provide field support to any IT related event.
- Set up new users' accounts and profiles and deal with password issues.
- Ensure tasks are handled in professional and polite manner and within acceptable wait time.
- Prioritize and manage open cases in a timely manner.
- Ensure end users requirements are correctly investigated and ensure that solutions adequately cater to requirements.
- Responsible for all IT related inventory (hardware and software). List of database servers and usage.
- Foster excellent relationships and communication with internal and external users when required.
Additional Responsibilities:
- Percentage of tickets resolved within SLA.
- Percentage of tasks completed within threshold.
- Number of complaints from end users.
- Number of tickets escalated.
Requirements:
- BT/TS in computer science.
- Bachelor's degree in computer science.
- 0 to 2 years experience in logistics, service desk or related fields.
- 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.
- 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. Service Desk).
- Excellent problem-solving and communication skills.
- Ability to provide step-by-step technical help, both written and verbal.
