IT Support Specialist

IT Support Specialist (UAE National Preferred)

Job Purpose

Support the Infrastructure & Support Section to maintain the Integrity Security Efficiency and Performance of the Royal Jet IT infrastructure. Provide user support by attending to support calls or tickets as required ensuring that response and resolution time SLAs are met and that all tickets are captured in the system. Provide Tier 1 and Tier 2 level support to users as required. Take Ownership of the IT Service Desk ensuring all Support Officers are closing tickets within SLAs and that any escalations needed take place as per process and SLAs. Ensure Customer Satisfaction is of a high standard and any escalations are resolved in a professional manner that is satisfactory to the business/users as appropriate. Provide out of office duty coverage as required to ensure complete support coverage to the business.

Key Responsibilities:

• Take Ownership of the IT Service Desk ensuring all Support Officers are closing tickets within SLAs and that any escalations needed take place as per process and SLAs.
• Provide users with on-site or remote Level 1 Desktop support as required.
• Responsible for providing User Support either as Tier 1 or escalated Tier 2 ensuring all users are supported through adequate IT Support; meeting SLAs and the Operational Requirements of Royal Jet.
• Ensure all user requests and tasks performed are logged within the IT Service Desk (for yourself and other IT Support officers).
• Action all tickets assigned to yourself as per IT department process of assignment and ensuring they are resolved within agreed SLAs.
• Ensure Service Desk SLAs and KPIs are met for yourself and other IT Support Officers and are being reported and constantly improved.
• Ensure 24/7 Duty coverage between self and other IT Support staff.
• Provide out-of-office duty coverage on mobile and remote access as required by department Duty shifts.
• Perform out-of-hours visits (possibly on weekends) to sites or data centers to perform any maintenance activities or troubleshooting as required by the IT department.
• Provide IT off-site support as required by performing site visits for health monitoring or installing or troubleshooting IT components or services.
• Attending off-site (possibly out of city) events or exhibitions as required to prepare IT setup and provide IT support as required.
• Provide IT off-site support as required by performing site visits for health monitoring or installing or troubleshooting IT components or services.
• Attending off-site (possibly out of city) events or exhibitions as required to prepare IT setup and provide IT support as required.
• Configure and Deploy assets such as computers and mobiles to users as required. Maintain inventory of those assets as required. Perform Technical Evaluations on assets as per company policies before replacements.
• Ensure all assets are standardized with a models catalogue. Ensure the imaging of laptops is set to a standard. Ensure all assets in the company including laptops printers scanners and software licenses are monitored for inventory compliance and policy enforcement.
• Assist the Infrastructure & Support Section Head to Configure Deploy Install and Maintain networks servers desktops laptops printers and other IT peripherals as required.
• Plan Configure Install and maintain structured cabling and active network components as required.
• Upgrade maintain (Troubleshoot and Fix) all company IT hardware and software as required.
• Ensure Server Rooms are maintained routinely inspected and formally signed off as per required routine checklists.
• Maintain and Execute Royal Jet wide daily data backups as per Royal Jet Policies and Procedures. Ensure a log is kept up to date for backup off-site tape retention etc.
• Assist in development and documentation of User Guides and Procedures as required.
• Ensure Customer Satisfaction is of a high standard and any escalations are resolved in a professional manner that is satisfactory to the business/users as appropriate.
• Assist and participate in innovation and standardization initiatives and the documentation of Systems Infrastructure and standards as required.

• Minimum 5 years of experience in providing IT Desktop Support. Experience with a professional Service Desk system and managing SLAs. Experience in installing network components and printers and deploying laptops and mobile devices. Experience in asset management. Exposure to these systems a plus: Exchange BlackBerry SCCM and Oracle Procurement.
• University Degree or equivalent.
• ITIL Foundation
• Strong interpersonal and coaching skills with a passion for developing others
• Strong communication skills in both written and oral
• Strong planning organizing and integration skills
• Strong knowledge in the development and implementation of policies & procedures
• Meticulous attention to detail