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Job description / Role
Key accountabilities
• To respond to requests for work from the Serco Middle East Service Desk, Infrastructure Team and Management Team, to attend both supported sites and systems to investigate and resolve incidents reported by end users
• Determine the actions required to resolve incidents through the use of own technical experience, escalating to in-house expertise as required or by bringing in external support to minimize the impact of system failure to individual customers and the organisation as a whole
• Undertake system fault finding, diagnosis, repair and re-commissioning tasks (as necessary) of including but not limited to network devices such as Firewalls, Routers and Switches
• Basic understanding of Network Monitoring Tool, and understanding of SNMP and other Network Monitoring Protocols
• Undertake system repairs from the point the call is assigned until the system has been returned to service and proven to be operational (within defined Service Level Agreements)
• Interfacing with the Service Desk Agents and the incident management tool to accurately record all actions undertaken
• Undertake
• Hardware installation configuration diagnosis and rectification
• Operating system installation, configuration diagnosis and rectification
• Application installation, configuration, diagnosis and rectification
• Basic Firewall rules creations, modification. Route additions and VPN provisioning
• Responsible for the effective escalation in cases where the incident resolution progress is being hindered/stalled in any way
• Communicate/escalate all high priority incidents ensuring that the communication process is adhered to
• Ensure that service availability and performance meet published Service Level Agreements
• Ensure all agreed operational policy and procedures are adhered to
• Liaison with other elements of the Service Delivery, Project Management and the customer to ensure effective customer focused resolution of incidents and service requests
• Accurately record and submit (within a timely manner) all routine documentation including visit reports, timesheets and other related administration
• Where necessary, provide on-call or on-site support outside of normal business hours
• Basic understanding of Routing protocols such as OSPF, BGP, EIGRP and RIP
• Basic understanding of Security including but not limited to Fortinet Firewalls, Cisco ASAs, ISE and MacAfee IPS
• Understanding of switching technologies, STP, SPB and vPC
• Hands on Experience on Cisco Routers, Fortinet Firewalls, and Switches
• Basic understanding of Wireless Technologies, and hands-on experience on Cisco WLC controllers
• Ensure compliance with the Serco Management System (SMS) and all relevant business processes, procedures and work instructions to deliver all work with appropriate quality and governance standards
• Ensure security and integrity of all data provided including reporting performance, finance and customer information; reference Serco non-disclosure policy
• To exercise personal duty of care for their own health, safety and welfare and for those affected by their acts or omissions; reference SMS GSOP-HSE1-6 Serco organisational HSE responsibilities
• Ensure compliance with all training requirements of Serco and ensure adherence to these requirements at all times whilst in employment
• Report any accidents, incidents, breaches or potential breaches to appropriate management or the speak up process
Requirements
• Bachelor degree in Information Technology / Computer Engineering / Computer Science or equivalent
• Cisco Certified Network Associate (CCNA) certification
• Microsoft Certified Solutions Associate / Systems Administrator certification (MCSA) or Microsoft Certified Solutions Expert / Systems Engineer (MCSE) certification Preferred
Experience
• Minimum of 2 to 3 years of experience as a Desktop Support Engineer role or in an IT Support role (Middle East experience preferable)
• Experience in supporting IT Services as per ITIL Service Management Standards.
• Experience in handling incidents related to Windows Operating Systems and Microsoft Office application suite
• Experience in troubleshooting Antimalware incidents
• Experience in troubleshooting level 1 network (LAN, WAN and WLAN) incidents
• Experience in usage of Service Management Tool such as ServiceDesk plus, ManageEngine or equivalent for logging
• Experience of working in a Multinational/Multicultural environment
Knowledge and Skills
• Fluent in written and spoken English
• Good interpersonal and communication skills
• Ability to work well under pressure and meet deadlines on assigned projects
• Attention to detail and willingness to learn
• Ability to work independently as well as part of a team
• Ability to handle confidential information in strict confidence
• Ability to work in a diverse and fast paced work environment
• Customer Service focused
Additional/special features of the role
• Valid UAE Driving license is required
• Working knowledge of any Project Management methodology is preferred
• Information Technology Infrastructure Library (ITIL) Foundation Certification is preferred
About the Company
Serco is a FTSE 250 international service company which combines commercial know-how with a deep public service ethos.
Serco customers are looking for expertise in managing their people, processes, technology and assets more effectively. We advise economic decision makers, design innovative solutions, integrate systems and - most of all - deliver quality services directly to the public.
Serco supplies to governments, government enterprise, agencies and companies who seek a trusted outsourcing partner with a solid track-record of service excellence. Serco people offer operational, logistical and technical expertise in the Transport, Justice and Immigration, Defence, Education and Healthcare industries as well as in the commercial sectors of Facilities Management.
Serco Middle East have been in the Region since 1947, starting out delivering Air Traffic Control Services in Bahrain; a service we are proudly still running today and have expanded to include many other Airports in the region.
We have expanded significantly since that time across the UAE, Saudi Arabia and Qatar. We have been supporting the RTA to operate the Dubai Metro since 2009, are preparing to launch the flagship Saudi Arabia Passenger Rail service from Riyadh to Qassim in 2016. We deliver Facility Management services to both Cleveland Clinic and Healthpoint Hospitals in Abu Dhabi, large-scale medical facilities in Saudi Arabia and a range of educational and commercial properties in the UAE. We also deliver postgraduate education to Officers in the Qatar Armed Forces through the Joaan Bin Jassim Joint Command and Staff College in Doha.
Focusing on our core values, and creating a positive environment for employees to thrive, we look forward to a bright future as we continue to grow with the region.