Senior Desk Side Support - Omani National

Job description / Role

The Senior Desk Side Support Technician will be required to provide reliable high standard IT services to their customers. The teams are driven to providing the best quality and value internal support to the Atkins organisation, to meet our customers expectation and continually improve our offerings. The main focus of the role is the delivery of existing IT Services and providing a pro-active approach to operational capacity and availability. Additionally, from time to time under the direction of a Project Manager, Support Services staff can be involved in the design and delivery of new services.

As a Desk Side Support Technician you will provide end-user telephone, desk-side and remote technical assistance to Customers. Strong desktop troubleshooting skills will be used to handle technical support request and determine root cause including diagnosing and resolving issues with PC's, laptops, printers and peripherals. In additional to technical support you will be responsible for imaging PC's, deploying and configuration software and managing technology requests and incidents. The platforms supported are, Windows 7, Microsoft Office, HP and Lenovo computers, networked printers, Blackberries, other mobile devices and business applications.

Responsibilities
- Maintain regional services excellence in delivering service levels in the area of desk side support services.
- Support and adhere and development of the Business Management System.
- Respond and record progress to workflow from the call logging system queues.
- Assisting with other Group IS teams in delivering projects.
- Maintain regional service in line with Group IS standards and SLAs
- Deploy desktop computers and peripherals, record and track assets during deployment according to Group Is standards and workflow procedures
- Monitor and test fixes to ensure problems have been adequately resolved
- Own, monitor and maintain equipment rooms to comply with Group IS and QSE standards.
- Supporting Desktop environment
- Image and configure desktops and laptops using an enterprise imaging solution
- Quickly escalate and track issues with vendors and other internal support teams to troubleshoot

Requirements

- Microsoft qualification or a vocational IT qualification desirable,Preferred MCP/MSCE/MSCA
- Degree in IT
- ITIL Certification

Essential Criteria
- Must be service oriented and have a good understanding of end-to-end processes and working within service level agreements
- Must have a high level of English, able to communicate with all levels of the business
- Must demonstrate a good understanding of the importance of teamwork and planning in delivering excellence
- Direct customer liaison and be able to communicate at all levels within the company
- Good product knowledge of: component level PC's, diagnostic techniques, Microsoft packages, Cat5e cabling, VoIP
- Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution
- Troubleshoots for systems with limited supervision
- Communicates highly technical information to both technical and nontechnical personnel
- A Valid Driving license is essential as travel will be required to other Atkins offices
- Regional Travel will be required to support other offices as and when required

The Desk Side Support Technician will have a broad technical understanding of:
- Good product knowledge of: component level PC's, diagnostic techniques, Microsoft packages, Cat5e cabling, VoIP
- Must have minimum of 5 years experience
- Must demonstrate a good understanding of the importance of teamwork and planning in delivering excellence
- Direct customer liaison and be able to communicate at all levels within the company
- An understanding of ITIL process is essential
- A Valid Driving license is essential as travel will be required to other Atkins offices
- Exceptional written, oral and interpersonal communication skills
- Knowledge of network printer installation, setup and troubleshooting
- Knowledge of virtualisation and remote technologies such as Citrix and Direct Access
- Knowledge of cloud technologies is desirable

About the Company

Atkins is one of the leading providers of professional, technology based consultancy and support services to the industry, commerce and governments in all of the worlds major economies. With over 17,000 staff operating in Europe, the Middle East, Asia Pacific and the Americas, Atkins has a broad range of skills and resources and provides Clients with a comprehensive service throughout the entire life cycle of the projects in the built environment.

We aim to be the international first choice supplier of technical and integrated services. Shaped by our customers' needs, our vision is to:

• focus on quality
• seek world class design and excellence
• strive to add value
• be flexible to the evolving needs of a changing society

Atkins first carried out design and supervision commissions in the Gulf area in 1967. From its regional head office in Dubai, U.A.E. Atkins Middle East now employs over 2000 staff located in Dubai, Abu Dhabi, Sharjah, Oman (Muscat ), Qatar (Doha) Bahrain (Manama), Kuwait (Kuwait City) and India (Bangalore).