Senior System Support

Job description / Role

A System Support Specialist reports to the Manager of Technical Support. The Specialist is responsible for a wide range of activities related to the stable and efficient operation of those computing systems on which the University depends. The Specialist is familiar with, complies with, and at all times promotes the University’s policies and its directives related to information systems and technology.

Nature and Scope
New information-technology is in a constant state of transformation. At the same time, older technology continues to require attention. New technology is being deployed at a faster pace than the old systems can be decommissioned, causing an ever-increasing demand on both the volume and the high level of knowledge required to maintain both.

The major responsibility of a System Support Specialist is to maintain computing systems and software within IST and other University units, as well as monitor and optimize system performance and diagnose and correct system faults for these environments. In addition, the System Support Specialist is required to:

• Diagnose system emergencies when they arise and persevere until they are resolved.
• Advise for IST staff, management, and clients on technical issues.
• Plan the installation and implementation of new hardware and software.
• Liaise with vendor representatives when resolving software and hardware problems.

A System Support Specialist is involved with various projects and working groups within IST and outside the department. Day-to-day technical support activities require a System Support Specialist to also work with IST staff and management in a team-oriented approach. Day-to-day support activities include what are commonly known as “system administration” tasks such as monitoring and maintaining system resource usage, security, operational standards, system performance, and attending to operational problems related to various networked components. These tasks sometimes require a System Support Specialist to work irregular hours and to be available on rotations of 24-hour call.

A System Support Specialist works closely with other members of the Production Support and Systems groups to support efforts such as the analysis, design, planning of hardware and technical software. A System Support Specialist is expected to remain technically current with emerging technologies and issues as they relate to the computing environment at the University in order to carry out their responsibilities and duties. This also requires a working understanding of the major administrative information systems in order to provide technical assistance, advice and planning input.

Requirements

Statistical Data Specific Accountabilities
A university degree in computing systems and software-engineering discipline or equivalent is required. The core competencies of a System Support Specialist require knowledge of the computing system or database, as well as an understanding of hardware, networks, application software packages, and how they interact. In addition, the ability to recognize and resolve problems when they arise is required. Good interpersonal and communication skills, both written and oral, are required.

Core Competencies
Hardware
• General knowledge of computer hardware and an understanding of how it integrates with the computing systems and databases. Awareness of capabilities and limitations of various configurations.

Networking
• A general knowledge of network connectivity, integration, and protocols.

Software Development
• Knowledge of software development theories, methodologies, and standards.

Operating and Database Systems
Depending on the areas of responsibility a System Support Specialist may be involved in a variety of the following areas of support:
• Operating System/Database installation and upgrading
• Software package installation, updating, and distribution
• Operating System/Database tuning and performance monitoring
• Database administration

Problem Solving
• Ability to apply knowledge of the broad range of technologies to achieve effective solutions.
• Communications Skills

About the Company

EBTTIKAR Technology Co., a subsidiary of the National Technology Group, is one of the leading IT Infrastructure Solutions Providers in the Kingdom of Saudi Arabia. It is well positioned to lead the IT service industry in the Middle East by leveraging its strategic partnerships with world class technology vendors, solid service infrastructure and its commitment to the region.

We thrive on the mission of enabling the best business results through IDEAS, PEOPLE and TECHNOLOGY. As a total IT Infrastructure Solutions Provider, we provide a full spectrum of services that includes Consulting, Design, Implementation, Integration and a whole host of Outsourcing Services. In short we address the entire cycle of a typical IT undertaking – from Consult, Build, Deploy to Manage.

Committed to our full-service proposition, we pride ourselves of strong alliances with some of the world's most renowned technology companies including Cisco, HP, Oracle, EMC, Juniper, Microsoft, Symantec, Spirent, Redline Communications, Systimax and SafeNet - to provide the most effective and competitive solutions to our customers.

Through 4 main offices and 24 services centres across the Kingdom with over 400 full-time employees and 1500 project staff, Ebttikar serves over 250 customers across various industry sectors.

Recognized for its excellent service quality and business performance, EBTTIKAR has been awarded several local and regional achievement recognitions, from Saudi e business awards as the Best Networking Solutions Company in 2004, Best Enterprise Channel award from HP in 2003 and the Gold Partner of the Year Award in 2004 for the region of Russia, Middle East and Africa from Cisco. Ebttikar was the first regional company to receive Cisco Gold Partner Certification in the Middle East.