Job Description:
Trigyn has a contractual opportunity for a Help Desk Support Assistant (L2). This resource will be working from our client site in Lebanon.
Job Description:
The primary objective of this assignment is to provide efficient, timely, and high-quality IT help desk support services to ensure continuous availability and optimal performance of IT systems, prompt resolution of technical issues and proper tracking of IT incidents and service requests.
Work Assignment
Under the supervision of the Head of the Customer Support Unit and the overall guidance of the Chief of Decision-Support and Data Science Division/ICTS the help desk support assistant should carry the following tasks:
Incident Escalation & Advanced Troubleshooting
• Receive and manage escalated tickets from Tier 1 support.
• Perform in-depth troubleshooting of hardware, software, and network issues.
• Conduct root cause analysis for recurring or critical incidents.
• Resolve incidents within agreed Service Level Agreements (SLAs).
• Document diagnostic steps and final resolutions in customer relationship management (CRM).
Hardware & Software Support
• Troubleshoot operating system issues.
• Perform advanced configuration and performance tuning.
• Manage user accounts, email accounts, and access rights.
• Investigate and resolve authentication and authorization issues.
Network Support
• Assist in troubleshooting LAN/WAN connectivity issues.
• Troubleshoot VPN access problems
• Support Wi-Fi access and network device configurations.
• Coordinate with network administrators and service providers as required.
Documentation & Knowledge Management
• Update knowledge base and troubleshooting documents
• Maintain technical documentation for systems and configurations.
• Provide technical guidance to Tier 1 support staff.
• Conduct internal training sessions when necessary
Change & Deployment Support
• Support system upgrades and software deployments.
• Assist in testing new systems and patches.
• Participate in change management processes
Security Support
• Investigate suspected security incidents.
• Ensure compliance with IT security policies.
• Support vulnerability remediation efforts.
IT Asset Management
• Maintain an updated inventory of IT equipment and software licenses.
• Track allocation and movement of IT assets.
• Support procurement processes by providing technical specifications where required.
• May be required to lift, move, mount, or store equipment weighing up to 50 lbs, or up to 80 pieces of equipment, on daily basis
Deliverables
The IT Help Desk Support shall deliver the following:
1. Functional IT Help Desk service (onsite and/or remote).
2. Incident and service request logs maintained in a ticketing system.
3. Stable, secure, well-documented, and efficiently supported IT infrastructure
4. Monthly performance reports including:
o Number of tickets received and resolved.
o Average response and resolution time.
o SLA compliance rate.
o Recurring issues analysis.
5.Updated IT asset inventory records.
6. User support documentation and knowledge base.
7. Improved service performance and reduced operational risk.
Qualifications
• Diploma or bachelor’s degree in information technology, computer science, or related field.
• Minimum 10 years of experience in IT support/help desk operations.
• Strong knowledge of:
o Windows 11 and/or macOS operating systems.
o Microsoft 365 (Outlook, OneDrive, MS Teams, SharePoint)
o Microsoft Office
o Networking fundamentals (TCP/IP, DNS, DHCP, VPN).
oMicrosoft Entra and Intune
• Experience with ticketing systems and remote support tools. Familiarity with client tools and environment are a plus
• Good problem-solving and communication skills.
• Customer-service oriented approach.
• Languages English ,French and Arabic are the working languages of the client.
• For this position, fluency in English is required.
For Immediate Response, please send your Resume to Global-Recruitment@Trigyn.com
TRIGYN TECHNOLOGIES is a multinational IT services company with resources deployed in 28 countries. TRIGYN is an ISO 9001:2015, ISO 27001:2022 (ISMS) and CMMI Level 5 certified company. TRIGYN has offices in the United States, Canada, Switzerland and India.