Job Overview:
The role is responsible for installing, configuring, maintaining hardware and software, and ensuring all systems are up-to-date and operating smoothly. This includes responding to hardware problems, managing and troubleshoot the technology systems that a business uses ensuring all IT services and systems run smoothly.
Key Responsibilities:
Business Performance - Maintain IT infrastructure
- Installation, configuration, maintenance, and troubleshooting of end user workstation- hardware, software, and peripheral devices in line with Albatha IT policy.
- Administer users system access including AD account creation, its maintenance and access control.
- Co-ordinate with respective operating company/division, to initiate ex-employe O365 mailbox deletion.
- Responsible for SharePoint DMS -creation of folder, its allocation to business users and coordination with data owners for user's access review.
- Keep track of antivirus application portal to monitor the alerts and take corrective action to clear the endpoint alerts.
- Manage, monitor and removal of retired endpoints from the antivirus portal.
- Responsible for ensuring all endpoints are installed with antivirus application and are up to date.
- Responsible for encryption of hard disk of all endpoints issued to business.
- Responsible for managing and maintaining the assets inventory using the corporate asset management tool.
- Responsible for reconciliation of fixed asset register and tagging of asset id to all IT assets issued to business users.
- Works with HR team on IT aspects of employee onboarding/offboarding process.
- Responsible for ensuring IT security policies and procedures in align with the ABH IT policies.
- Responsible for maintaining and administering the data center operations.
IT Helpdesk Operations
- Provides day to day technical support to business users to ensure efficiency and effectiveness of service delivery.
- Ensure all support requests are addressed using the IT helpdesk management tool.
Prioritize IT-related problems as they come into the IT Help Desk and escalate when necessary.
- Provide support on the technical/functional issues reported by the business users of the application platforms.
- Collaborate with team members to improve customer satisfaction in delivering technical assistance.
- Escalate technical issues to support problem resolution.
- Configuration of IP phones, its allocation to business users and keep a track of the inventory.
- Assist in resolving customer/business users complaints or concerns in a professional manner.
- Monitor, record, and update IT service requests using the IT help desk system.
- Ensure the IT support request is addressed within the acceptable timelines.
Relationship- IT Service providers
- Coordinate with application/hardware vendors for the corrective action to restore the normal function of systems.
- Responds promptly in the event of an outage of IT services and proactively responds /coordinate with vendor to mitigate and restore the services with minimum downtime.
- Ensure timely completion of preventive maintenance of IT infrastructure in co-ordination with service providers as per the agreed service level agreement.
- Coordinate with IT vendors to obtain quotes for IT asset procurement.
Qualification & Experience:
- Bachelor's degree in computer engineering or information technology or similar discipline from a recognized university with 4+ years of experience.
- Having sound knowledge and ability to diagnose and resolve technical issues efficiently.
- Industry certification like Microsoft, Cisco.
- Sound knowledge of systems, hardware, networks and their protocols.
- Good communication skills to interact with users and able to convince the business users.
- Strong analytical and problem-solving skills.
- Minimum 3+ years of relevant experience in providing technical support to business users.
- Minimum 2+ years of relevant experience, in managing, configuring and troubleshooting of Cisco, Aruba and other multi-vendor network /Wi-Fi infrastructure.
- Experience in Avaya IP telephony systems is an added advantage.
- High level of integrity and Interpersonal skills.
