Support Engineer Senior ( Appointed Team Lead )

KEY ACCOUNTABILITIES

KEY ACCOUNTABLITIES KEY ACTIVITIES

End User Technical Support

• Setup desktop computers and peripherals and test network connections.

• Install and test desktop software applications and internet browsers.

• Test computers to ensure proper functioning of computer systems.

• Ensures that supported customer accurately completes the approved work request with the date and time of submission

• Develop sound understanding of IT operations and related applications and IT systems as well as business related processes and procedures

• Develop technical knowledge of each system within company profile and specialized knowledge of certain nominated areas

• Maintain adequate knowledge of operating systems and application software used to provide a high level of support

• Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices and procedures

• Responds and resolves all assigned calls within prescribed SLA. Manages own workload; diagnoses and fixes the issues of end user systems related to:

• Operating Systems

• Internet Browsers (i.e. Explorer)

• MS Office & MS products (Word, Excel, PowerPoint, outlook etc.)

• Local Area Network connectivity

• Wireless connectivity

• First Level Hardware diagnosis

• Printing issues

• Software Installation

• PC relocation and minor changes

• Peripheral device connectivity or device driver

• Complies with the service levels pertaining to end user support.

• Maintains the high energy level of self and keep up end user satisfaction by resolving their issues up to expected level.

• Works with third parties to resolve various technical issues.

• Updates Call Management System, clearly specifies progress and resolution details.

• Resolves problems in accordance with prescribed process & procedures

JOB COMPETENCY

COMPETENCY PROFICIENCY LEVEL DESCRIPTION OF COMPETENCY

Ensure Seamless Computer Operations Proficient • Monitor system screens for error messages or alerts

• Ensure uninterrupted system operation,

• Ensure industry and local physical security processes are followed,

• Ensure schedules finish on time to meet service level agreements,

• Log errors and resolutions to prevent system bottlenecks.

Increase Client Satisfaction Proficient • Define/analyse client requirements.

• Develop/deliver innovative solutions.

• Develop relationships with clients and key business stakeholders.

• Escalate issues for timely resolution.

• Manage client requests to resolution.

• Manage scope-of-work deliverables.

• Meet/exceed client expectations.

• Perform service level consulting.

Drive Incident Resolution to Ensure Business Continuity Knowledgeable • Apply ITIL framework.

• Close incident records within defined timeline

• Determine severity and prioritization classification for the Incident.

• Identify/associate related incidents.

• Initiate Request for Change (RFC) record, if needed.

• Manage Incidents to resolution.

• Perform Incident diagnostics.

• Resolve incidents and restore service.

Drive Problem Resolution to Ensure Business Continuity Knowledgeable • Apply ITIL framework.

• Conduct root cause analysis.

• Coordinate problem resolution.

• Determine need for additional resources and assign to correct service provider (group or individual).

• Develop innovative solutions.

• Escalate issues to ensure proper sense of urgency / resource allocation.

• Identify/associate related incidents.

Optimize Hardware, Software, and Operating Systems Proficient • Perform full system and data back-ups of all required data and architecture,

• Manage user accounts on the system,

• Perform regular system checks and housekeeping,

• Repair/update hardware, software and operating systems,

• Install / configure application software,

• Effectively and efficiently troubleshoot system problems,

• Consistently fix system problems with minimal downtime,

• Proactively identify system upgrades to enhance the services offered to the client.

Enable Timely and Effective Delivery of Requested Services Proficient

• Analyse/review Request and determine if escalation is needed.

• Apply ITIL framework.

• Determine severity and prioritization classification for the Request.

• Escalate issues to ensure proper sense of urgency / resource allocation.

• Manage Requests end-to-end, from Request registration, routing, recording/documentation, rejection and un-routing.

Ensure Organizational and Team Member Success Proficient

• Work collaboratively with organizational peers.

• Monitor and resolve all ticket escalations within your area of responsibility.

• Establish strong relationships with the client and their leadership by following through on requests, resolving escalations and provide status in a consistent and timely manner.

Information Security

Knowledgeable

• Understand and practice information security fundamentals covering confidentiality, integrity and availability of information in Company organization.

PERFOMANCE INDICATORS

FINANCIAL NON-FINANCIAL

• NA • Prevents all SLA breaches.

• Number of reoccurrence issues resolved per month

• Client’s feedback

• Number of Tickets Resolved, Breached Tickets, CSAT, MTTR , Escalations

• Pending tickets with no updates

• Ticket Acknowledgment , Outstanding ,Reopen tickets, Quality Scores

• Contribution to practice Knowledge Management repository

• KB article View & Usage = KB Utilization

• Attendance patterns, flexibility, adherence to timelines, shift timing adherence etc. (Unplanned)

• Time Sheet Defaulters

• Catch All

• No. of Days worked / Month

• Utilization %

Requirements

QUALIFICATIONS, EXPERIENCE AND SKILLS

Minimum Qualifications:

• Bachelor’s Degree in Computer Engineering, Computer Science or a relevant field.

• ITIL Foundation Certificate (V3)

• SCCM / Citrix (Optional)

• MCSE or CCNA Certifications preferred

Minimum Experience:

• (3 – 5) years’ experience in relevant field.

Job Specific Skills:

• Knowledge on Windows exchange Server, Active Directory

• Knowledge on Microsoft Exchange Server 2010 User Administration

• Knowledge on Windows 7/8/10, MAC

• Knowledge on Mobile Device management and troubleshooting experience helpful

• Knowledge on Securities Solutions: Antivirus, Anti-Malware and Anti-Spam

• Knowledge on Networking: TCP/IP, Wireless (802.11), DNS, DHCP

• Meticulous analytical and organizational skills with proven ability to multi-task

• Strong interpersonal, verbal communication, and written documentation skills.

• Knowledge on Citrix / VPN / SCCM tools

• Good understanding of MS Windows 7 and other Microsoft client operating systems

• Working and conceptual knowledge of networking basics.

• Ability in managing end user’s expectations and keeping them satisfied.

• Excellent team worker.

• Proficient (Read, Write, Speak) in English and Arabic communication.