Technical Support Supervisor

Arabic Computer System (ACS) is seeking a qualified Technical Support Supervisor to ensure the delivery of exceptional technical support to our clients. The supervisor will be responsible for managing the technical support team and ensuring efficient resolution of technical issues. The ideal candidate must have strong experience in information technology and customer service, as well as the ability to guide the team toward achieving set goals. Responsibilities: - Receive service requests from the Service Desk, including service requests or incident reports, and handle and process them according to established procedures. - Provide timely solutions and resolutions for reported incidents. - Directly handle and process first-level technical support requests upon receipt through available channels, prioritized according to the service level agreement. - Escalate incidents and coordinate with relevant internal teams when necessary. - Escalate incidents and communicate with vendors to resolve technical issues when required. The first-level technical support team will continue to follow up on escalated incidents and remain in contact with users until the request is resolved and closed. - The technical support supervisor will remain in contact with users until the request is fully resolved and closed. - Provide first-level technical support for network devices and communication equipment, including IP phones, computer networks, internet connectivity, email, and user accounts. - Manage and deliver IT technical support services within the organization. Report incidents and requests to relevant departments for resolving technical issues. - Perform regular maintenance checks on meeting rooms to ensure proper functionality of audio and visual equipment. - Follow up on reported incidents, resolve related faults, and close them according to the specified timeline. - Provide hardware and physical support for servers and devices. - Carry out scheduled proactive maintenance for all technical devices and equipment. - Provide first-level technical support for device peripherals, including but not limited to scanners, desktop and network printers, computers, and mobile devices. - Deliver first-level technical support for networks, operating systems, applications, and cybersecurity. Requirements: 1. Minimum of 4 years of experience in IT support, with at least 2 years in a supervisory role. 2. Strong understanding of operating systems, networks, and software applications. 3. Excellent communication skills and the ability to interact professionally with customers. 4. Ability to analyze problems and provide effective solutions. 5. Recognized IT certifications are considered a plus. 6. Strong organizational skills and effective time management abilities. 7. Fluency in both Arabic and English. Benefits: - Health Insurance - Paid Time-off