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Home / Workplace & Careers

WORKPLACE & CAREERS

Experience A Culture Of Collaboration, Creativity, And Innovation As Part Of Our Dynamic Workforce

AN ENVIRONMENT TO THRIVE!

ITWORKS ME fosters an environment where you can Be Yourself, Be Involved, Realize Your Potential, Feel Safe and Supported, and Reap Rewards! Those are our commitments to the team.

Here, we all live by ITWORKS ME values and respect the system. Being involved in the strategy we push towards a clear vision and understand our roles in achieving company goals.

Careers
OUR VALUES
VALUES WE LIVE BY

INTEGRITY

We do the right thing, no matter how much effort it requires. We are honest transparent and ethical.

PASSION

We are passionate about what we do and how we do it. We are devoted to this industry.

CARE

We care for our customers, their businesses, and each other. We believe in diversity and inclusion.

PROACTIVITY

We proactively support our customers and actively pursue innovation. We conquer challenges and explore all possible remedies.

AGILITY

We accept change and embrace it. We are excited about the ways it can better our environment.

GROWTH

We constantly aim to grow and develop our knowledge, experience, solutions, and services.

WORKPLACE

Celebrating a Decade of Dedication: Honoring Jad Nohra, Our Longest-Serving Colleague
At a recent company gathering in Beirut, we had the pleasure of recognizing a remarkable colleague who has reached a significant milestone....Read more

WORKPLACE

One Thousand and One Nights Iftar tent at The Small Ville
We experienced a night of a thousand at The Small Ville One Thousand and One Nights Iftar tent....Read more

WORKPLACE

End of Year party at Music Hall Beirut
During the End of Year party, the team enjoyed the beautiful musical shows at Music Hall Beirut....Read more
CAREERS
CHECK OUT OPEN VACANCIES
Make a difference in the lives of our customers by delivering
exceptional service and support as part of our team
The senior IT Support is responsible for monitoring and managing the incoming client requests and ensuring they are addressed within the agreed timeline(s). Nonetheless, it is the Senior IT Support’s duty to attend to complex issues that are not resolved at a junior level and perform the appropriate research and risk management techniques. Furthermore, the job of the senior IT Support is to provide reports and feedback to the Department head regarding daily tasks and client portfolio. 

Basic Functions:

-Support, document, install, and configure hardware operating systems and applications.

-Provide internal technology assistance in the staff offices, conference rooms, and other remote locations.

-Aid Junior IT Support team.

-Provide advice and recommendations to the department manager in the planning of large-scale projects.

-Attend on-site visits to assist the junior field staff.

-Assess client needs and provides backup solutions appropriately.

-Deploy Backup engines and infrastructure when needed.

-Perform backup and handles failures.

-Ensure Cabinets and networks are neatly prepared and functioning.

-Configure networking rules such as NAT-ing, Qos, etc… and relative Networking Devices.

-Implement Virtual IT environment of Networks and Servers for testing and other usage.

-Apply Security policies on Servers/backups/networks/VM Layers.

-Perform in-depth penetration testing and security reports and breaches (if any).

-Perform security IT Audits and provides related reports.

-Monitor and ensure junior staff tasks are completed in an appropriate and timely manner.

-Provide remote support to clients and/or daily users when needed.

-Document procedures and processes to ensure standardization of processes within the Department.

-Support clients through a series of actions, both onsite and remotely in order to help set up systems and/or troubleshoot system and network problems, and diagnose and solve hardware/software faults.

-Research and propose new technologies that support the roll-out of new applications and/or allow utilization of resources such as cost and/or time, within the department.

-Respond within agreed time limits to call-outs.


Additional Duties and Responsibilities:

-Improve and provide quality customer service, perception, and satisfaction.

-Ensure fast turnaround of customer requests.

-Report appropriately and transparently on the reporting platforms provided by the Department.

-Communicate and reciprocate team efforts and collaborate with team members accordingly to ensure high quality service.

-Improve usage and increase productivity of support resources.

-Escalate service requests that cannot be scheduled on time.

-Escalate upselling opportunities to the Department manager – when these opportunities present themselves.


Deliverables:

-Troubleshoot, diagnose, and provide support on computer system problems, including debugging, correcting, repairing, servicing, examining, installing IT products, printers, and other peripherals.

-Install and configure software.

-Understand the clients’ needs and respond accordingly.

-Deliver infrastructure services and components (networks, backups, databases, etc...).


Reporting Standards:

-This position has the authority to directly manage and take decisions with regards to recurrent daily tasks that follow the preset process.

-Line Manager approval is required in certain cases and/or process levels. Reporting issues, challenges, client feedback and/or process change requests to the line manager, is required.

-This position requires coordination and buy-in from other colleagues and/or department heads.
Knowledge, Skills and Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

-In depth computer and operating system knowledge.

-In depth exposure and hands-on experience in IT networking, backups, virtualization, IT security Policies, penetration testing and other related concepts.

-Interpersonal skills: such as leadership, ownership, telephony skills, communication skills, active listening, problem solving, analytical thinking, team management, and customer-care.

-Ability to multi-task and adapt to changes quickly.

-Technical awareness: ability to match resources to technical issues appropriately.

-Service awareness of all organization’s key services for which support is being provided.

-Research skills and complete understanding of support tools, techniques, and how technology is used to provide services.

-Typing skills to ensure quick and accurate entry of service request details.

-Self-motivated with the ability to work in a fast-moving environment.


Core Competencies:

Across the Board:

-Working with People

-Adhering to Principles and Values

-Learning and Researching

-Following Instructions and Procedures

-Coping with Pressures and Setbacks

-Achieving Personal Work Goals and Objectives

Personal:

-Relating and Networking

-Presenting and Communicating Information

-Delivering Results and Meeting Customer Expectations

-Adapting and Responding to Change


Working Conditions:


This job is performed both from the Company offices remotely with the customer and on customer sites, whatever is needed based on the case.


Performance Standards:

The Senior IT Support is evaluated based on:

-Alignment with Company vision, mission, and values

-Compliance to Company rules, regulations, policies, procedures, directives, standardizations, and practices

-Performance against current Job Description, Deliverables, and KPIs set out for this position

-Exhibition of KSAs and core competencies required for this job


Education, Vocational and Experience Requirements and Preferences:

-BA/BS, preferably in computer science, business administration or a related field.

-MS is preferable

-4 to 8 years of IT customer service experience.



Disclaimer:

The above listed functions and responsibilities are intended to describe the general nature and level of work being performed by this capacity. They are not to be construed as an exhaustive list of responsibilities, duties and skills required. All job descriptions may change based on business needs and personnel may be required to perform different and/or additional duties as needed, all within the general framework of their jobs.


 
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This capacity undertakes repairs, ensuring that all work is carried out to a high-quality standard, and in a timely manner. It equally ensures that the service levels objectives are met, proactively dealing with any potential issues before they impact customer service. In that same context, this capacity is responsible for coordinating with 3rd party repair centers, perform quality check-ups throughout the process and before dispatching to clients to ensure the jobs requested were performed up to required standards, and within time frame promised to the client.

Basic Functions:

-Repair, install, and configure different systems and equipment (computer hardware, software, systems, networks, printers, and applications) within policy time frames.

-Evaluate and find solutions to malfunction in software and hardware in the workshop.

-Respond in a timely manner to service issues and requests and communicate clearly with clients to understand their requirements, take their approval and update them on progress.

-Perform Check-in procedures for equipment delivered by retail clients.

-Manage movement and storage of equipment present in Workshop stock.

-Deploy relative Operating Systems (OS) and software needed for basic functionality and monitoring.

-Perform repairs and backup jobs appropriately and swiftly as per classification to ensure no data loss occurs.

-Configure networking rules such as NAT-ing, Qos, etc… and relative Networking Devices.

-Implement Virtual IT environment of Networks and Servers for testing and other usage.

-Apply Security policies on Servers/backups/networks/VM Layers in compliance with the security recommendations.

-Research and propose new technologies that support the roll-out of new applications and/or allow utilization of resources such as cost and/or time, within the department.

-Coordinate with 3rd party repair centers and workshops for outsourced repairs when needed.

-Perform recorded quality check-ups upon admitting equipment to the workshop, dispatching for 3rd party repair, receiving from 3rd party, and before dispatch to the client.

-Attend on-site visits and perform repair needs and requirements when needed.

-Monitor, update, and review data recording of all daily activities and progress status on company internal software, and issue requested reports.

-Escalate service and repair issues when needed.

-Attend meetings, trainings and briefings as needed.

-Document policies, procedures, and processes changes and coordinate with the quality department to ensure compliance.


Deliverables:

-Improve and provide quality customer service, perception, and satisfaction

-Run tests and interpret results to make effective recommendations.

-Ensure fast turnaround of repair up to the company standards.

-Communicate and collaborate with team members accordingly to ensure high quality service.

-Escalate upselling opportunities to the Department supervisor – when these opportunities present themselves.

-Ensure compliance with all company policies, processes, procedures, and guidelines.


Reporting Standards:

-Basic degree of freedom in performing job duties and responsibilities based on adopted process within the Company.

-Requirement to request approval of authorized personnel when new solutions/processes are required.

-Requirement to report all customer feedback and escalate critical issues to line manager and authorized personnel.

-Requirement to liaise and coordinate with other departments as needed.
Knowledge, Skills and Abilities Required:
 
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

-Experience in installing Windows Operating Systems (Windows 7,10,11, Windows Server 2016,2019,2022), IOS, and Linux OS as well as roles and services.

-Experience in installing software (example: Lumion, 3DMAX, Adobe Suite, etc…).

-Experience in troubleshooting PC/Service Components.

-Knowledge in RAID 0,1,5,6,10 use and configuration.

-Basic computer and operating system knowledge.

-Technical awareness of required solutions based on the case.

-Service awareness of all organization’s key services for which support is being provided.

-Research skills and complete understanding of support tools, techniques, and how technology is used to provide services.

-Proficient in the English Language.


Core Competencies:


Across the Board:

-Working with People.

-Adhering to Principles and Values.

-Following Instructions and Procedures.

-Learning and researching.

-Delivering Results and Meeting Customer Expectations.

-Analyzing & Problem Solving.

-Coping with Pressures and Setbacks.

-Achieving Personal Work Goals and Objectives.

 
Personal:

-Deciding and Initiating Action.

-Applying Expertise and Technology.

-Planning and organizing.

-Adapting and Responding to Change.

 
Physical Demands:

This position entails standard physical demands such as sitting behind a desk, performing repairs when needed. However, it may require handling and repairing delicate items with steady hands. Performing the duties of this job might also require driving and visiting client premises.

 
Working Conditions:

The job is performed from an office environment as well as clients’ premises sites.

 
Performance Standards:

The Junior Workshop Technician is evaluated based on:

-Alignment with Company values.

-General behavior and attitude at work.

-Compliance to Company rules and regulations and adopted practices.

-Deliverables required based on the jobs and KPIs set out for this position.

-Exhibition of skills and core competencies required for this job.

 
Education, Vocational and Experience Requirements and Preferences:

-BA/BS degree (required).

-Major in computer science, business administration or a related field (preferred).

-2 to 3 years of workshop relevant experience.

 

Disclaimer:

The above listed functions and responsibilities are intended to describe the general nature and level of work being performed by this capacity. They are not to be construed as an exhaustive list of responsibilities, duties and skills required. All job descriptions may change based on business needs and personnel may be required to perform different and/or additional duties as needed, all within the general framework of their jobs.

Apply now
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