IT Support - Bekaa Zahle

Bev Holding

Hiring an IT support professional requires defining the necessary skills, experience, and responsibilities

Technical Skills & Knowledge

Operating Systems: Proficiency in managing and troubleshooting both Windows and macOS systems. Familiarity with Linux can be a plus.

Networking: Knowledge of basic networking concepts (TCP/IP, DNS, DHCP, VPNs, routers, switches, firewalls).

Hardware Troubleshooting: Ability to diagnose and repair hardware issues (computers, printers, network equipment).

Software Support: Experience supporting software applications (Office 365, antivirus software, email clients, etc.).

Cloud Services: Knowledge of cloud-based systems and services like Google Workspace, Microsoft Azure, AWS, etc.

Remote Support Tools: Familiarity with remote desktop tools to provide support over long distances (e.g., TeamViewer, Remote Desktop).


Experience

Helpdesk Experience: Prior experience in a helpdesk or IT support role, providing troubleshooting and resolving technical issues.

Technical Certifications: Look for certifications such as:

CompTIA A+ (general IT support)

CompTIA NetworK+ (networking basics)

Microsoft Certified: Windows Server or Office 365 certifications

ITIL Foundation (IT service management)

Knowledge of Security Protocols: Basic knowledge of cybersecurity practices, including securing networks and systems against malware, phishing, and other threats.


Soft Skills

Communication Skills: The ability to explain technical issues in simple terms to non-technical users. Being able to communicate clearly and effectively.

Problem-Solving: Strong critical thinking skills to troubleshoot and resolve issues efficiently.

Customer Service: Ability to work under pressure, prioritize, and remain calm when addressing customer or staff concerns.

Team Collaboration: Ability to work well in a team environment, coordinating with other departments or external vendors when necessary.


Responsibilities

Technical Support: Resolving hardware, software, and network issues for employees or clients, often remotely.

System Maintenance: Installing, configuring, and updating software and systems to keep everything running smoothly.

Monitoring: Keeping an eye on system performance, backups, and security to prevent future issues.

Documentation: Keeping track of support requests and resolutions, and maintaining detailed records for auditing and improvement.



Additional Considerations

Work Schedule: Will the IT support professional be needed during standard working hours, or is after-hours support required? Some companies also require 24/7 support depending on business needs.