IT Service - Desk Support Engineer (Oman)

Experience: 8 to 13 yrs.

Job Purpose:

Responsible for managing and maintaining OGCs IT front-end infrastructure, help-desk services quality and front-end IT security functions by managing service delivery and up to 4 subordinate help-desk personnel. The tasks involve maintaining, improving, securing, configuring and ensuring validity of users workstations, laptops and applications configurations with a focus of reliability and recoverability to assist in maintaining the SLAs with regards to IT services. Assist IT section in providing advanced IT services to end users with approved OGC applications and ensure change and service management are maintained to highest standards at all times. Shall produce weekly reports on status of activities of the help-desk for IT management along with recommendations for process improvements and open-issues to be escalated.

Serve as principal focal point for end-user assistance and information. Provide solutions for solving end-user technical issues in a timely and effective manner while manages IT Support office documentation and inventory lists.

Roles & Responsibilities:

• Maintenance and configuration: Installs, assembles, deploys, upgrades and configures computers, monitors, network infrastructure and peripherals such as printers, scanners and related hardware; directs the rewiring of cables as required for new installations and office reconfiguration.
• Installs, maintains, configures and upgrades operating systems, database connections and software, using standard business and administrative packages; may modify specific applications for use in operational departments.
• Help-Desk and End-User Support: Serves as a principal source of information on equipment problems, focal point for fault reporting. Logging mechanism and available tools to be used to ensure that calls\solutions are recorded with a means to provide statistics and timely issue resolution. OGC utilized an ITIL\CMDB based tool to achieve the same with problem, incident management features and knowledge based at a base. Escalation mechanism to provide for means of solving more complex issues.
• In charge of new employees 30minutes IT familiarization. May also organize short training demonstrations for OGC staff on new systems or technical information notices as necessary.
• Services provisioning as per existing service catalog including user accounts and mailboxes.
• Ensuring that configuration management of front-end IT infrastructure is maintained to highest levels (ITIL/MOF/ISO27001-security). Monitoring and enforcing device and systems password management and access policies.
• Troubleshoots problems with computer systems, including troubleshooting hardware and software, e-mail, IP phones, database connections, network and peripheral equipment problems; makes repairs and corrections where required.
• Ensures, follows up and coordinates arrangements for equipment to be repaired as necessary before ensuring warranty status\ maintenance agreements status.
• Infrastructure Monitoring: Monitors IT services using appropriate tools to ensure all services operate as required and to detect faults at an early stage. Centralized management tools for infrastructure monitoring include corporate antivirus console, server services management consoles, backup software console. Day-to-day monitoring of general system performance, fault incidence, trends, logging etc.. Escalate issues and provide recommendations as necessary.
• IT Security & Controls: Perform day-to-day administration for users IDs by maintaining users ID security administration files (IT User Setup Forms etc...).Creates users\mailboxes, deletes\modifies user accounts, and resets lost passwords as necessary and provided authorization is available. Modifies as necessary e-mail distribution lists and shared folders security access lists provided authorization is provided.
• Periodically ensures that security measures are in place, end-user machines are performing security updates, anti-virus files are updates, best practices promoted for end- users to reduce risks.
• Office and asset management: Inventory Management Maintains inventory of computer equipment and peripherals (including monitors, cell phones, printers, external drives, scanners etc..), and software with license information using inventory management tools in addition to maintaining a hard copy folder. Detailed equipment list for HW\SW must be available at all times.
• Documentation: Maintains appropriate systems and applications documentation, manuals and logs as required. Printer configuration lists to be maintained up to date.
• Ensures backup taking place on regular basis as per pre-set schedule using backup system monitor. Alert and escalate should backups fail or not function properly. Restores end-user data that needs to be recovered as necessary using backup\restore tools available.
• QHSE Ensure that all QHSE procedures including IT Security policies and general IT operations policies are applied and enforced throughout all activities undertaken.
• REPORTING: shall be responsible to produce weekly activity report for IT Management on status of help-desk operations.

Other Tasks: Any additional task and duties as assigned by OGC Management

University graduate in information technology (IT). (Preferably in information systems).

Minimum of 5 years experience (team leader) and 3 years experience (engineers) in a service-desk engineer or similar role in a medium to large organization for a total of no less than 8years IT service experience.

Minimum understanding of ITIL principles and service delivery management (team leader)

In-depth working knowledge of front-end applications based primarily on Microsoft architectures(MS-Windows7\8, Microsoft Office Suite, Roaming Profiles, Drive Mappings etc).

Some understanding and experience in IT security principles, practices, standards, methodologies and tools.

Good communication and language skills in written & spoken English (Spoken Arabic is an advantage) with ability to transfer knowledge efficiently to end-users whenever necessary.

Shall have a pleasant personality, etiquette and excellent phone, communication and interaction skills.

Sound understanding and experience in IT security principles, practices, standards, methodologies and tools. This skill is to be developed further with assistance from OGC IT Security team.

Contact Details

Recruiter Name:

Soumya

Contact Company:

People Prime Worldwide Pvt Ltd

Address:

People Prime World wide, 2nd floor, Plot No-138, HIG, 6th Phase, Kukatpally, Hyderabad HYDERABAD,Andhra Pradesh,India

Telephone:

91-40-23154424