Network and Helpdesk Senior Officer
تفاصيل الوظيفة
About MS Pharma MS Pharma is a multinational pharmaceutical company specializing in the development, production, and distribution of generic and specialty medicines. Founded in 1989 and headquartered in Amman, Jordan, we have grown to become a leader in the pharmaceutical industry with more than 2,000 employees across the MEA region. With the introduction of a new senior leadership team led by CEO Kalle Knd, we have expanded our global operations, including the establishment of a Corporate Management Office in Zug, Switzerland. MS Pharma operates with strong B2C sales capabilities across the Middle East, North, and Sub-Saharan Africa and boasts a broad technological base that includes OSD, liquids, creams, ointments, and sterile injectables across all key therapeutic areas. Our operations are supported by 3 R&D centers and 4 manufacturing plants, enabling us to offer over 300 INNs and more than 2,000 registered Marketing Authorizations (MAs). Additionally, we have 90+ products under development and registration. Job Summary The Network & Helpdesk Senior Officer is responsible for the operation and administration of the company's internal networks, servers, email system, and network security systems. Install and configure computer systems, diagnose hardware and software faults, and resolve technical issues either over the phone or in person. Main Responsibilities
- Provide support for servers, network infrastructure, desktop hardware, software, and applications.
- Troubleshoot system and network issues, diagnosing and resolving hardware and software faults.
- Manage backup processes for servers and end-user data, ensuring data integrity.
- Supervise, coach, and monitor network services.
- Conduct orientation and training for employees and new staff.
- Anticipate necessary improvements, budget for them, and implement changes.
- Assist with technology planning through continuous research.
- Provide support for network and local printers.
- Provide day-to-day IT support to staff, ensuring all issues are addressed promptly and effectively.
- Perform routine maintenance on IT equipment, software, and systems, ensuring they are up to date and function properly.
- Act as the first point of contact for technical support queries. Respond to helpdesk tickets, emails, and phone calls.
- Provide support to users across all levels, including training and guidance on using IT systems effectively.
- Assist with the installation, configuration, and setup of new hardware and software for staff and departments.
- Ensure devices are properly integrated into the organization's network and systems.
- Assist with network setup and troubleshooting, including internet connectivity, Wi-Fi access, and local area network (LAN) issues.
- Maintain detailed records of support requests, troubleshooting steps, and resolutions.
- Ensure IT systems comply with organizational security policies, procedures, and regulatory requirements.
- Perform security checks, including monitoring for unauthorized access or breaches and implementing corrective actions.
- Track IT assets, including hardware, software licenses, and other resources.
- Work closely with other IT team members to resolve complex issues and contribute to IT projects.
- Provide basic IT training and guidance to end-users on best practices, cybersecurity, and using software tools efficiently.
- Capable of planning, analyzing, organizing, and effectively following up on work while prioritizing quality to achieve excellence.
- Able to make informed decisions that benefit the organization and lead to optimal outcomes.
- A collaborative team player with outstanding communication skills.
- Proactively take the initiative and demonstrate a flexible approach to adapt to changing business needs and environments.
- Skilled in effectively managing and developing teams and goals.
- Experience with troubleshooting hardware (PCs, laptops, printers, etc.) and software.
- Strong analytical and troubleshooting skills with the ability to resolve technical issues quickly and effectively.
- Strong focus on customer satisfaction, with a proactive and patient approach to supporting end-users.
- Strong organizational skills and ability to manage multiple tasks or issues simultaneously.
- BSc. in Information Technology, Computer Science or any related field as per the country regulations.
- Minimum four years of relevant experience.
- Experience with helpdesk software (e.g., Zoho Manage Engine, or similar) is an advantage.
- Exposure to IT infrastructure management or experience with enterprise software platforms is a plus.
- Proficiency in written, read and spoken Arabic and English Languages.
- Excellent verbal and written communication skills.
- Ability to explain technical concepts to non-technical users in a clear and concise manner.
- The role may involve travel to various office locations as needed.
- On-call availability for after-hours emergencies is expected.
- The ability to work evenings or weekends may be necessary for critical support or scheduled maintenance.
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