IT Expert

Job Title: IT Expert

Location: Lebanon
Department: Support Department
Reports To: Unit Team Leads
Job Code: TBA
Job Grade: TBA

Job Description

The IT Expert is responsible for evaluating a Company's IT systems and helping them meet their business objectives. This includes analyzing and diagnosing the IT infrastructure, understanding business needs, and designing solutions. Duties include scheduling analysis, testing, and working with technical teams to ensure operational consistency and continuity. Communication, documentation, and user training are key aspects of the role.

Basic Functions

• Support, document, install, and configure hardware, OS, and applications
• Provide internal technology assistance across various locations
• Aid Junior IT Support team and attend site visits
• Advise department manager on project planning
• Assess client needs and deploy backup solutions
• Handle backups, reporting, and resolve failures
• Ensure network cabinets are neat and operational
• Configure networking rules (NAT, QoS) and devices
• Implement virtual IT environments for testing and usage
• Apply security policies across systems in line with security department
• Follow up on tasks until completion or escalate to third parties
• Monitor junior staff and ensure timely task completion
• Provide remote and onsite support to clients
• Document processes and ensure standardization
• Troubleshoot system/network problems and resolve faults
• Research and propose technology improvements
• Respond within agreed timeframes to support requests

QMS and ISMS Responsibilities

• Follow established processes and procedures
• Maintain accurate records of tasks and quality controls
• Participate in process improvement and training
• Implement and monitor technical security controls

Additional Duties

• Deliver quality customer service and ensure satisfaction
• Provide timely responses to requests
• Use departmental reporting platforms effectively
• Collaborate with team to ensure high service quality
• Optimize use of support resources
• Escalate unscheduled requests and upselling opportunities to manager

Deliverables

• Diagnose and support computer systems, printers, and peripherals
• Install/configure software and deliver infrastructure components
• Respond effectively to client needs

Reporting Standards

• Authority to manage and decide on daily tasks
• Escalate as needed to line manager for approvals or challenges
• Coordinate with colleagues and department heads

Required Knowledge, Skills, and Abilities

• In-depth knowledge of computer systems and networking
• Hands-on experience with virtualization and backups
• Strong interpersonal and communication skills
• Multi-tasking, adaptability, and technical awareness
• Understanding of support tools and technology services
• Typing skills for service requests
• Self-motivated and works well in fast-paced settings

Core Competencies

• 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

Physical Demands

• Field visits and physical tasks required to support systems

Working Conditions

• Office-based, remote, and client-site support as needed

Performance Standards

• Alignment with company vision, mission, and values
• Compliance with company policies and procedures
• Job performance and KPIs
• Demonstration of knowledge, skills, and competencies

Education & Experience

• BA/BS in Computer Science, Business Admin, or related field
• MS preferred
• 5-8 years as Network/System Admin or equivalent roles