Technical Support Engineer - Enterprise IT

Job description / Role

Established in the 1930s as a trading business Al-Futtaim has grown to be one of the most progressive and prestigious business houses in Dubai, United Arab Emirates. It's well established infrastructure, progressive focus, professional management and portfolio of multinational brands has established Al-Futtaim as a significant force in the countries it operates and is an acknowledged partner of choice for multinationals wishing to establish themselves in the Middle East market.

The Al-Futtaim Group companies comprises more than 65 companies employing more than 20,000 staff with major activities in automotive, real estate and retail sectors amongst many more such as electronics, services, insurance and industrial companies. These companies dominate many market segments in the UAE and have also expanded to Bahrain, Kuwait, Qatar, Oman, Syria and Egypt as well as Singapore and Malaysia with the acquisition of Robinson & Company Limited, one of Singapore's leading department store chains, which also includes branded outlets such as Marks & Spencer, Principles, Trucco, River Island and Fat Face.

This portfolio integrates well with the established Al-Futtaim Group retail portfolio in the Middle East. Further expansion in automotive investments in Sri Lanka and continued investment in flagship real estate investments underpin Al-Futtaim's Group ambitious growth strategy.

The Enterprise IT

The EIT is responsible for creating, implementing and sustaining a world-class service provision and agile development capability to facilitate the ambitious growth and business transformation agenda of the Al Futtaim Group across all geographies. This covers Business Application Management, Infrastructure & Operations, Enterprise Architecture, Service Management, Information Security, IT Procurement and IT Governance. EIT also manages and innovates the entire life-cycles of a SAP ERP system for amongst others Automotive, Retail, Real Estate and Financial Services including development, selective outsourcing and application management. The Group Infrastructure includes data centers hosting state of the art servers & storage, converged networks, workplace, services and security systems.Enterprise IT is looking to recruit a Technical Support Engineer.

The responsibilities of the role are as follows:

* Provide analytical and technical solutions to problems and issues escalated to the back office from support engineers.
* Provide efficient technical support for software deployment within all Group companies in order to meet all Service level agreements.
* Assisting in the maintenance of workstations, printers, IT equipment and systems and coordinate with AFG Service desk and provide third level support to resolve internal customer issues.
* Resolve problems and issues in coordination with various vendors, teams in providing resolutions to reported requests and issues ensuring quality in accord with agreed service levels.
* Relationship management with vendors to ensure optimum procurement costs and timely deliveries.
* Adherence to deadlines and contributing towards successful closure of projects.
* Track the performance of vendors to manage the SLA's mentioned in the contracts.
* Coordination with vendors to ensure timely renewal of maintenance contracts to ensure uninterrupted service delivery. Monitor the performance, adherence and quality of work carried out by the external vendors pertaining to the annual maintenance contract governing SLA.
* Implement action plans to upgrade users work environment to the latest version of approved software in use, application of security patches and related service packs.
* Interacting with peer groups to resolve problems, formulate plans and schedules and modify processes.
* Apply effective support remedial and problem resolution measures to deal with problems.

Requirements

To be considered for this role you should possess the following skills and experience:

* At minimum of 3 years of experience in a similar role.
* Excellent command over English language.
* Self-starter with the ability to complete tasks in an unsupervised environment
* Have high inter-personal skills including politeness, and positive general outlook.
* Ability to multi-task.
* Excellent knowledge of Windows operating system architecture, basic Networking and security.
* Good technical knowledge of MS Office products.
* A degree or diploma in Computer Sciences, Electronics or a related discipline.
* Knowledge of Desktops, Laptops and Point of Sale (POS) hardware support.
* Knowledge of Wireless technologies and Mobility solution such as rugged hand held devices
* Experience working issues/cases at all technical levels.
* MCSE & ITIL certifications.
* Interpersonal Skills, Problem Solving, Confident, adaptability, innovative thinking, Customer focused, Attention to Details.

About the Company

Established in the 1930's, the Al-Futtaim Group initially operated as a trading enterprise. Rapid development throughout the 1940's and 50's saw it establish itself regionally as an integrated commercial, industrial and services organisation, positioning itself one of the leading business houses in the lower Gulf region. Today, it operates collectively over 40 companies bearing the Al-Futtaim name, dominates many market segments in the UAE, and has expanded its sphere of operation to include Bahrain, Kuwait, Qatar, Oman and Egypt.

The Group comprises a diverse range of strategically positioned operating subsidiaries and associate companies, structured to give the Al-Futtaim Group the flexibility and versatility to keep ahead of local competition while keeping pace with the ever-evolving global business scenario. The Groups continued investment in world-class systems technology is clear evidence of its commitment to maintain leading edge performance and service delivery.

The success of the Al-Futtaim Group can be attributed to a business approach that combines the ability to change with the traditional values of integrity, service and social responsibility that define its core business philosophy. This, linked with the Groups belief in decentralisation, gives the heads of the operating companies a high degree of functional autonomy and authority, providing the Group with essential flexibility, and individual employees a clearly defined work culture and sense of responsibility.