Job Description:
* Tier 2 technical proficiency and ability to work semi-independently across IT functions
* Ensures user satisfaction by providing preventative maintenance, troubleshooting, and quickly resolving routine problems.
* Demonstrate empathy towards end-user issues, build trust relationship
* Contribute to risk awareness of technology and business impact
* Identify and Escalate risks in accordance with organization guidelines
* Exercise judgment within defined procedures, practices to determine appropriate action
* Engage in business impacting production incidents and end-user problem tickets to work through to resolution. Engage engineering teams for process and application improvement opportunities
* Follow escalation process for major incidents until satisfactory close
* Provide modern end-user solutions demonstrating a consistent, reliable experience for our employees
* Ensure all multi-media / presentation rooms are maintained in good working order
* Ensuring accuracy of hardware/software inventory
* Follow global process for procurement process and invoice payments
* Participate in Disaster Recovery testing and possess the ability to improve Business Continuity plans
* Occasional weekend work is required for projects and period maintenance schedule.
Core Skills:
* End User Hardware and Software troubleshooting including (e.g. PC/Laptop/Thin-Client, Virtual desktop, Printers, Audio Visual / Telepresence, Android/IOS devices. Experience with VMWare technologies
* Server/Network infrastructure support (hand-on) devices installation/troubleshooting.
* Support incidents, update logs and coordinate resolution with global team. Follow-up until satisfactory close
* Good understanding of change management process. FinTech support exposure
* Incident escalations with telecom provider and follow-up until satisfactory close
* Good documentation skills, update of knowledge book.
* Experience in undertaking Data Centre Power down and technical coordination
* Local UAE experience dealing with vendors and hardware suppliers
* Strong Windows Server and Network background, Unix knowledge will be bonus
* MCP/MCSA/MCSE certified (2015 or later candidates preferred
* CCNA/CCNP certified (2015 or later) required
* Windows 10 and Office 365 certification would be a plus
* ITIL Foundation (or higher) certification would be a plus
* Firewall knowledge and RedHat certification would be a plus
* Ability to work semi-independently when provided directive
* Ability to support employees at all levels including senior branch executives
* Strong oral and written communications skills in English (spoken Arabic would be plus)
The Team:
* Part of regional team, supporting Middle East, North Africa and occasionally wider EMEA .
* Team has regular exposure to central engineering and various technological domains.
* Organization offers several learning opportunities and courses.
Job Band:
H6
Shift:
Hours Per Week:
35
Weekly Schedule:
Referral Bonus Amount:
0
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