Al Ghurair Investment
Information Technology Engineer Saudi Arabia
The role Responsible for IT Service desk operations, to provide IT users at Al Ghurair, effective, efficient and professional IT support on information and communication technology (ICT) infrastructure, systems and services, while managing some of the second level system administrative tasks.
KEY RESPONSIBILITIES
Operating from the centralized service desk, providing IT support over remote connection and on-site to the users across Al Ghurair.
Investigate and resolve 1st / 2nd line support calls including call logging, diagnosis and resolution as appropriate for incident and problem calls as defined by Group IT SOPs.
Review health of all Data Centers that are supported by AGI-Group IT and provide recommendations to improvise current conditions, create support documents and Standard Operating Procedures (SOPs).
Perform certain system administrative tasks like user account management, software license compliance, etc as delegated by the system administrators to reduce the turn-around time to the end-users.
Ensure the consistency and accuracy of IT Assets inventories, following the SOPs.
Ensure the consistency of the patching levels on the end-user systems
Monitor and track progress of incidents raised from initial report to resolution, ensuring adherence to operating standards and IT Policy/SLA, OLA – escalating to vendors as required.
Create and amend necessary support documentation to ensure known errors and troubleshooting guidance is recorded, assisting colleagues in resolution of ICT issues and ensuring a foundation of appropriate technical knowledge is maintained.
Communicate regularly with the IT Service Team Leader regarding the current status of operations.
Provide Level 1 support and troubleshooting to identify network problems and resolve issues.
Manage the relation with Telecom service Providers (STC & Mobily) for all add/move/change requirements related to data and voice services across the sites in KSA.
Prepare and maintain the process for reporting, monitoring and logging network performance.
Basic server hardware level troubleshooting.
Should have basic Knowledge of Domain controller, DHCP, DNS, file servers sharing and NTFS permission.
SKILLS AN KNOWLEDGE
Educational Qualifications
Science graduate with at least 2 years IT diploma
Relevant Experience
Overall 5+ years of experience in an IT Service desk / helpdesk or end-user computing support environment preferably with a conglomerate or an MNC