Infield Systems Support Engineer

Horizons is looking for a Infield Systems Support Engineer based in Saudi Arabia to join one of our clients SRT Marine Systems. This role will be part of the Costumer Services team who will be responsible for providing infield support/be a customer liaison alongside the incountry project manager to clients within Bahrain. This role is to provide boots on the ground / technical support with the view of escalations to the UK teams when required.

This is a client facing technical role and is essential that they have a solid background in Desktop Support/Infrastructure engineering and will work with UK based teams to ensure efficient faultfinding and timely incident resolution. The incountry systems support engineer will also contribute to projectbased deliverables as required.

Our project implementation business model is to contract with a single Incountry Partner (ICP) to undertake all installation and ongoing support work at a fixed fee with the Systems Delivery team providing technical training and support to the ICP to enable them to undertake their contracted tasks. The Infield systems support engineer will also be responsible for training the ICP on basic fault finding/remediation tasks.

Tower climbing is also part of this role.

Location

• Based in Saudi Arabia. Supporting client sites across multiple locations.
  

Type of contract

• Permanent contract.
  

Objectives

• Supporting our full product range incountry at client sites spread across multiple geographic locations.
  
• Enabling incountry remote hands services for UK based support engineers.
  
• Reacting to incidents and problems in alignment with SLAs.
  
• Technically supporting the incountry Project Manager when required.
  
• Technically supporting the ICP when required.
  
• Managing/resolving support tickets on a daytoday basis across all projects.
  
• Supporting project deployments when required.
  

Key Responsibilities

• Troubleshoot desktop/datacentre/transceiver issues diagnose and resolve hardware/software incidents/problems.
  
• Incident and problem management.
  
• Provide exceptional service to support clients.
  
• Provide solutions/workaround(s) to incidents and problems.
  
• Prioritise workload based on severity of issues/customer requirements.
  
• Install/maintain/support specialist software.
  
• Working to SLA thresholds for incidents/requests/problems.
  
• Trend analysis and problem management.
  
• Establishing a good working relationship with clients and peers.
  
• Keep up to date with advancements in technology.
  
• Work with a variety of technical teams to enhance service.
  
• Systems monitoring.
  
• Support end users on both software and hardware platforms (including transceivers).
  
• Performance monitoring.
  
• Generation of documentation and incident reports.
  
• Willingness to upskill independently.
  
  

Requirements

Required Skills & Qualifications

• Willingness to be deployed incountry for extended periods of time.
  
• Previous experience in a Desktop Support/Infrastructure Engineering role.
  
• Good knowledge of Windows Operating Systems (including installation and configuration).
  
• Working knowledge of an Active Directory Environment.
  
• Good knowledge of server/desktop hardware and the ability to troubleshoot/replace components when required.
  
• Knowledge and administration of Mobile Device Management platforms.
  
• Awareness of Linux and basic command line knowledge (Bash/KornShell).
  
• Working knowledge of virtualisation technologies.
  
• Awareness of storage technologies.
  
• Ability to work and troubleshoot independently.
  
• Ability to work with people from all backgrounds and cultures.
  
• Ability to work to deadlines under pressure.
  
• Problem solving attitude.
  
• Collaborative team spirit.
  
• Excellent attention to detail.
  
• Excellent organisational and time management skills and the ability to work on multiple mini projects/incidents simultaneously.
  
• Awareness of Cyber Essentials or equivalent framework.
  
• Knowledge of working in an ITIL environment.
  

Desirable Skills and Qualifications

• 3 5 years experience in a Desktop Support/Infrastructure Engineer role
  
• Certificate of higher education (GNVQ Level 3/AVCE/HND).
  
• Knowledge of Infrastructure technologies (Hypervisors/Storage).
  
• Knowledge of Network technologies (Switching/Routing/Firewalls).
  
• ITILv4 Foundation Certification.
  
• ISO 27001 Foundation Certification.
  
• MCSA Windows 10 Certification (70697 & 70698).
  
• CompTIA A Certification
  
• CompTIA Network Certification
  
• CompTIA Server Certification