Job closed
Ref: LP747-02
Job description / Role
• Record the Call Log Data accurately and submit in a timely manner.
• Respond to customer call-outs;
• Monitor the incident details, including the configuration items affected
• Conduct the incident investigation and diagnosis (including resolution where possible)
• Evaluate and resolve problems
• Detect possible problems and the assignment of them to the problem management team for them to raise problem records
• Handle the resolution and recovery of assigned incidents
• Monitor the status and progress towards resolution of all open incidents
• Be part of incident and problem management process
• Keep the affected users informed about progress
• Assist with the installation of equipment and be responsible of resolution on all HHT (Hand Held Terminals) issues and coordinate with technical team for the major problems
• Liaise with and working alongside technical team
• Offer the customer training; when and if required
• Provide customers with regular reports and feedback on their service requests;
• Develop and maintain relationships with customers;
• Make recommendations to the IT team members;
• Offer feedback on future product development, features and functions.
• Monitor the performance of products
Requirements
•Advanced understanding of the fundamentals of network and desktop/laptop/ administration, installations, upgrades, techniques, tools, materials, and equipment. Basic knowledge in Networking Hardware - Cisco Routers, Switches & Firewalls, 3COM Switches and network protocols -TCP/IP, PPP, RIP and OSPF
Good knowledge in Windows Server environment specially the windows 2003
Good knowledge on Email configuration and user setup. Practical use of ITIL processes
Knowledge in HHT (Handheld Terminals hardware and software) as added value
•Degree in Computer Science/Information Technology or equivalent
Min. 3 years of experience
Complex troubleshooting in the desktop environment
Practical problem solving
Instructing and guiding
• Excellent interpersonal skills required to work with staff to explain and resolve difficult technical situations, and to communicate company technical goals Service orientation
Time management
•Ability to follow procedure and efficiently trouble-shoot hardware and software issues
Attention to detail
Moderately high level of analytical ability necessary to collect and examine technical data from a variety of sources, and to offer solutions
About the Company
Dubai Refreshments (DRC) is a landmark in Dubai in more ways than one! Strategically located on interchange number two on the busy Sheikh Zayed Highway, the brand Pepsi is one of the first sights for visitors entering the city. More significant is the fact that the company effectively introduced the Pepsi range of products to the UAE and has been doing the same successfully for over 50 years.
The business began as a limited liability company by Decree of His Highness, The Ruler of Dubai and in July 1994, it amended its status as a Public Shareholding company. In 1962 DRC was appointed as the sole franchisee and distributor for Pepsi Co. A wide distribution network ensures Pepsi products are readily available to customers all over the UAE and the world.
Since the factory was established in 1959, DRC has remained at the forefront of the UAE refreshments industry, continually expanding through major investment in the latest bottling technology complemented by the highest levels of Quality Management. DRC has also completed the feasibility stage of setting up the new plant (Greenfield Project).