IT Field Support Engineer

Job description / Role

- Support in installation and configuration of assigned Customer ICT equipment, not limited to desktop, Printers, IP Phones and peripherals at Customer Premises
- Carry out site surveys for new customer premises for preparation for equipment installation and defining distribution location.
- Coordinating with vendors on ICT devices implementation projects according to installation requirements and follow-up and site survey procedures.
- Maintaining full functionality of ICT devices, not limited to PCs, printers, IP Telephony, A/V equipment, CCTV, Access Control and other equipment used at customer location(s).
- Perform interventions as a result of a Service Desk request as soon as possible, and within the terms of the customer contract.
- Reporting all interventions by means of filling site intervention reports according to Electronic Incident Management System and Incident Reference.
- Ensure end user acceptance of all resolved incidents.
- Carry out repairs and initiate return of faulty customer equipment according to the customer maintenance contract.
- Reporting and escalating all observed problems to proper Smartworld operational escalation points.
- Ensure shortest possible turn around repair cycle by undertaking local repairs of faulty items and monitoring closely the replacement of faulty items.
- Support Data Center Cabling Patching & Management for the core Infrastructure.
- Support Telecommunication Implementations for Etisalat or Du End Users (Where applicable).
- Receive, attend and resolve received incidents from Service Desk
- Provide resolution or suitable workaround
- Update Incidents, and advise Service Desk
- Liaise with Hardware vendors for 3rd Level Support
- Hierarchal Escalation to Supervisor for vendor related issues
- Contribute to Knowledge Base and Technical Articles
- Proactively monitor Schools Network through IT360 to ensure working state
- Liaise with Etisalat for WAN / Regulated Services Issues
- Liaise with CISCO for Vendor Hardware Replacement
- Support Telecom Rooms and Cabling
- Update Patching Records & Controls
- Deploy mass images/desktops and OS updates when required
- Creation and maintenance of standard images for existing hardware (Laptops and Desktops)
- Maintaining a regular Asset (Hardware and Software) listing for the Internal Estate
- Responsibility in tracking Asset Movement for replaced / swapped assets and advise Asset Manager of Asset Movement
- Maintaining a regular Asset (Hardware and Software) listing for the Internal Estate.
- Performing all other job-related duties as assigned.

Applicable Systems:
- Network Infrastructure (Basic Support)
- Desktop & Laptop Hardware Direct Printer / Peripherals
- Apple Products
- Switches and Wireless Access Points (WAPs)
- Telecom rooms and cabling systems/management
- Multi-Functional Printers
- IP Phones
- Audi Visual devices
- Fax Machines
- Scanners
- CCTV
- Access Control
- Fingerprint Reader
- All IP Enabled Devices

Requirements

- High school diploma or equivalent and four (4) years of experience with the types of hardware and software to be supported, two (2) years of which included user support or field support
- Thorough knowledge of ICT devices or software.
- Experience with Service Enablement, Patching and Record Management.
- Skilled in operating supported computer and peripherals, configuring computer hardware and software, and to analytically design program logic or solve technical problems.
- Ability to communicate effectively both orally and in writing; to work effectively with clients in order to provide guidance and instruction to others.
- Willingness to work in a Shift Pattern or non-regular hours to support the customers and ensure conformance to the Customer Service Level Agreements.
- ITIL V3 foundation certified
- CCNA/CCNP certified with working knowledge
- MCSE certification desirable
- A+ certification or knowledge

About the Company

Smartworld, a joint venture between Etisalat and Dubai World Central, was established in 2008 as a Digital ICT service provider delivering fully integrated and comprehensive managed services across several sectors in the Middle East. Smartworld works closely with government agencies, telecommunications operators, large enterprises as well as small and medium businesses to deliver them unique value.

In the fast-moving and demanding world in which we live and work, once in a rare while a company comes along that actually delivers more than it promises, exceeding the customers needs, beyond their expectations and imagination – A company that is dynamic, innovative and yet completely dependable. A company that raises the bar... That company is Smartworld.

Smartworld depends on its technically advanced next generation infrastructure to deliver best in class customer-aware and lifestyle-enhancing products and services that anticipate customers\' needs. We understand that customers are on-the-go, busy and mobile and expect frictionless and seamless services. By deeply understanding the needs of customers – Smartworld delivers the right products and services at the right time – helping customers simplify their lives, enabling them to transact their businesses and lives easily and ensuring a WOW user-experience from start to finish.