Service Desk Engineer

Date: ‎18-May-‎2022
Company: Air Arabia Egypt (E5)
Location: Cairo, EG
Country: EG

Job Purpose

To provide support services to end users through various channels as required.
Troubleshoots and remediates issues impacting the operation of the technology
infrastructure to ensure continuity of business. Installs, configures and
monitors computer systems and networks for clients ensuring productivity is in
line with set measures and clients adopted policies and procedures.

Key Result Responsibilities

Drives the technical support team to carry out customer support properly and
promptly, monitors servers and systems, takes ownership of reported issues,
responds to enquiries, provides information
and feedback ensuring problems are being recorded and tracked throughout the
entire process.
Maintains positive customer working relationships with stakeholders, business
users, suppliers, vendors and other technical teams to ensure improvements in
the products and services provided to ISA clients and to resolve any issues
related to maintenance.
Provides technical,non-technical support to clients, conducts analysis,
diagnosis and troubleshoots systems, network, hardware,software faults and
bugs to resolve problems considering system capacity, limitations, etc.
applies metrics to monitor performance and measure key project criteria.
Identifies resolutions to technical problems, carries out bug fixes for minor
issues and applying patches channels unresolved issues in the right direction
as necessary responds within agreed time limits to call-outs.
Assists with the development and implementation of processes and service level
agreements of incidents management and service request management.
Assists technical experts in planning, evaluating, testing, and implementing
new technology such as systems and platforms. Participates in different
projects as required.

Key Result Responsibilities-Continued

Contributes to the creation of support knowledge base by developing and
communicating IT support manuals, technical notes and articles to clients in
line with SLAs.
Utilizes different communication channels to support or guide end users on the
different enquiries and problems raised, these channels include personal
visits, telephone calls, emails, web, chat etc.
Ensures proper recording and closure of all claims generates timely reports of
different nature to capture support services activities.
Installs, configures, monitors and maintains computer hardware operating
systems, applications and networks, replaces parts and upgrades existing ones
when and as needed in line with agreed SLAs.
Supports the roll out of new applications where applicable sets up new users
accounts, profiles and passwords. Supports the clients during CR
implementation UAT and Training.
Assists in establishing and maintaining a complete and accurate record of all
IT assets within ISA.
Establishes and maintains security, integrity, and business continuity
controls and documents.
Responds positively to operational needs by being on call available for
critical systems 24x7 support.
Performs any other additional duties as directed by the line manager.

Qualifications (Academic, training, languages)

Bachelor Degree in Computer Engineering,Computer Science,Information
Technology.
ITIL Certified.
CCNP,CCIE,companys performanceion.
Fluent in English Language.

Work Experience

‎5,6 years in IT Infrastructure support, service desk, 24x7 critical operations
preferably in aviation.
This job requires occasional duty travel for training and implementation
purposes.
Proven record in implementing and monitoring infrastructure projects.
Proven skills in carrying out bug fixes for minor issues and applying patches
Java, J2ee, Oracle database, Spring, Hibernate, Struts ‎2, Jquery, javascript,
Jboss & tomcat as application servers, unit testing, etc.
Holistic IT Knowledge in heterogeneous technology environments experience with
different types of end to end technology stacks.
Experienced in managing operations and technology platforms both internally
and externally hosted.
Proven skills in analyzing data, identifying pitfalls and recommending
solutions.
Possesses effective persuasive, negotiation, problem solving and decision
making skills.
Employs technical expertise and interpersonal skills to execute new
initiatives and achieve companys objectives.
Demonstrates the ability to contribute and successfully deliver against
business strategy and set KPIs.