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Overview:
1st and 2nd level support
High Level Requirements of Position:
Experience (required):
Experience (preferred):
Education (preferred):
Travel:
Budgetary Responsibility:
Purpose of Position (Summary):
Collaborate with MSA’s IT Personnel at all levels on day-to-day activities associated to support our UAE IT infrastructure and first-level resolution of all issues related to Information Technology and second level Hardware, Software and Network equipment in the UAE.
Participate in Global IT Support Center meetings to ensure alignment with project initiatives and global standardizations.
Coordinate and collaborate with the business on day-to-day activities that improve first call / ticketing resolution, build strong internal relationships, and exceed response time to our customers. In collaboration with the IT department, ensure work activities associated to projects are satisfactorily completed and in line with established metrics to fulfill internal and field-based customer requirements
Ensure systems, tools, applications, and connectivity solutions are effectively rolled out and maintained within IT protocols and procedures for consistency and increased productivity. Support project-based IT systems and functionality upgrades / transitions to new architecture and platform efficiencies where appropriate
Responsibilities:
50%
1.
1st and 2nd level support
- Coordinate and collaborate with business on day-to-day IT support center activities that improve first call resolution, build strong internal relationships and exceed response time to our customers
- Proving support on site and remote to MSA’s internal customers.
- Prioritization of tickets
- Leveraging licenses, subscriptions and installations
- Escalating to supervisor and MSA where necessary
25%
2.
Implementation and maintenance of Hardware and Software
- Ensure systems, tools applications and connectivity solutions are effectively rolled out and maintained
- Patches and fixes are installed in a timely manner
- Additional licenses are managed within the regional budget(s)
- Governance of 3rd party providers and vendors (e. g.: escalation, procurement)
15%
3.
Foster Cyber-security, respect local and regional laws and internal compliance
- Maintain support center procedures for consistency and increased productivity
- Align with reginal and local laws and regulations (e. g. Data Privacy)
- Align with MSA’s global and regional IT, Cyber Security and Company policies (e. g.: Ethics, Compliance)
10%
4.
Responsible for infrastructure maintenance and repair
- monitoring of local backup processes and support performing yearly disaster recoveries
- implement and support local infrastructure components: access points, switches, servers, firewalls, backup appliances, video systems, phone systems where needed
- mount devices, organize cords, power checks
- coordinate activities with the telephone and/or network service providers for both new service implementation and problem resolution.
Qualifications:
High Level Requirements of Position:
Experience (required):
- 3 years of IT proven experience
- 2 years Help Desk or PC support experience
- Installing and configuring computer hardware, software, systems, printers, scanner and other peripherals
- Windows Operating Systems: 10/11
- Basic experience of MS Office 365, particular Outlook and Teams
- Solid understanding and proven troubleshooting skills in the areas of Microsoft Active Directory
- Experience with PC Imaging Processes and applying PC software standards
- Provides mobile device support
- Issue resolution and the usage of a ticket system
- Strong communication skills
- Working in a global and functional oriented organization
- Strong customer service orientation
- Solid English language: Reading and Writing
- Active Directory / Domain Environment
Experience (preferred):
- Ticketing system like Atlassian JIRA
- First hands-on experience in the support of Mobile Device Management tools
- Proven analytical and troubleshooting skills with IOS devices such as iPads, iPhones and MAC PCs.
- Video systems such as MS Teams Kits
- Experience using remote support tools such as LogMeIn Rescue
- Experience using Asset Management / Inventory tools such as Ivanti to manage devices and automate tasks
- Experience with Microsoft SharePoint
- Troubleshooting skills for LAN/WAN
- Basic experience on Cyber-security tools like Anti-Virus, VPN etc.
- Basic understanding of license based software
Education (required):
- Degree in Information Science or Technology
Education (preferred):
- Advanced Degree
- MCP (Microsoft Certified Professional)
- CCNA (Cisco Certified Network Associate)
Travel:
=
Budgetary Responsibility:
NONE
