Job closed
Ref: LP351-198
Job description / Role
The purpose of this role is to provide a high level of service to Airline's IT End User community in the UAE and Worldwide.
As the IT interface to the business, the IT Support Engineer will manage the relationship between IT and the End user and deliver this service in a friendly, professional and efficient manner
JOB ACCOUNTABILITIES:
- Troubleshoot and resolve Incidents / problems within agreed service levels and quality metrics
- Deployment and support of Hardware and Software Assets
- Escalate unresolved issues to 3rd line support staff or external vendors in a timely fashion and provide updates to both End user and Supervisor
- Provide Remote or Desk side support to end user where applicable
- Assisting colleagues when workloads are high or where additional experience is required.
- Use initiative and provide a proactive professional customer focused service to the business
- Provide advice to clients on how to utilise IT more efficiently and effectively
- Liaising with outside suppliers to ensure service is delivered within agreed Service Levels
- Interface with other IT Support functions and manage / monitor operations level agreements
- Assist with identifying incident trends and problem management
- Ability to work on Service Desk and Field Support
- Analysis of incident trends and assisting Problem manager with problem identification and resolution
- Writing Incident reports
- International travel will be required occasionally
- Mentoring and supervision of junior staff
OPERATING ENVIRONMENT:
- The role will operate within a pressured environment with reduced lead times and often working out of office hours.
- There may be occasional travel across the network to support outstations worldwide
- Working on shift will be required to support the Business 24 X 7.
Requirements
Qualification & Education:
A university degree in any of the following subjects
The following certificates are preferred:
a. Microsoft MCPs or MCSE
b. ITIL Certification / MOF (Microsoft Operational Framework)
c. Cisco certification is advantageous
Experience and requirements:
Post holder must be able to demonstrate a sound knowledge of End User Application support, Hardware Support and Networking with a proven track of success in a Blue Chip environment
Minimum 3 Years Experience in the following areas
1. Configuration and support of desktops, laptops, printers, smart phones etc.
2. Knowledge and support of networks and switching equipment
3. Working experience in troubleshooting, remote tools, installation & configuration of operating systems.
4. Strong knowledge in various technologies like Citrix and Microsoft,
5. Previous experience with Airline applications is advantageous
Training & Knowledge:
- Excellent English (written and verbal communication skills)
- Ability to prioritise and escalate workflows
- High Technical Capability
- Strong Application knowledge and understanding of business requirements
- Strategic planning and project management skills
About the Company
Established in Abu Dhabi in January 1998, Sundus is a Recruitment and HR Consultancy with additional offices in Qatar and Saudi Arabia. The company’s strengths lie in working in partnership with clients to gain a thorough understanding of their talent management requirements. Sundus is one of the few companies in the UAE that has been awarded an official Recruitment Services License.
Matching the right people with the right positions is where we begin our partnership with you, whether you are a candidate, a recruiter, or in need of corporate services, from HR consultancy to helping with relocation. Relationships with people make our business work.
Our HR consultancy services are modelled on internationally respected methodologies and techniques, helping clients to develop toolkits encompassing all aspects of talent management from appraisals to retirement.
Sundus employs around 150 staff, with around 90% of the team seconded to the Oil and Gas industry, Banking and Finance companies, and Government Departments.