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a) Minimum Experience requirements
(i) University degree in Information Technology or Software Engineering or Computer Engineering, Computer Science or MIS or Business Administration or related field.
(ii) Minimum Nine (9) years of experience in IT organization of a large enterprise.
(iii) Minimum Six (6) years of practical working experience in supporting and maintaining IBM ECM Products.
(iv) Certified in one of IBM ECM Components.
b) Other Special Requirements
(i) Possess good skills in team/user training and presentation.
(ii) Basic knowledge and working experience with Microsoft Tools.
(iii) Ability to work independently without constant supervision.
(iv) Willingness to learn and retain information.
(v) Have excellent oral and written communication skills in English and Arabic (preferred).
c) Principal Duties and Responsibilities
ECM System Support’s duties shall include, but not limited to, the following:
(i) Utilizes ITSM software to process incoming requests for assistance.
(ii) Assists end-users in training, troubleshooting and solving common problems.
(iii) Installs and provides routine maintenance on end users’ PCs/Laptops, printers, software and peripherals.
(iv) Routes and escalates incoming requests to other team members.
(v) Coordinates investigations to resolve information system issues.
(vi) Conducts research to understand, explain and resolve technology issues.
(vii) Communicates updates to users that have been or may be affected by a problem.
(viii) Follows up with users after problems have been resolved.
(ix) Carries out established onboarding procedures for new users into the system.
(x) Ensures response times are quick and effective to appropriately resolve requests.
(xi) Conduct training and presentation on the ECM Business Applications.
(xii) Carry out other related duties, which are instructed by the Company.
Job Types: Full-time, Permanent
Experience:
- in IT organization of a large enterprise: 8 years (Preferred)
License/Certification:
- Certified in one of IBM ECM Components. (Preferred)
