Senior IT Support Engineer Outsourced

Role Purpose To provide advanced IT support functions for all IT requirements at ADIB Group locally and remotely using available tools and applications Key Accountabilities of the role End User Support 70 Act as advanced support of IT related service requests issues and problems from inhouse software to hardware such as PCs Laptops Printers IP Phones Answer and respond to all calls from internal staff via telephone email regarding IT service requests issues and queries within agreed time scales Provide immediate customer assistance for emergency and urgent incidents requests as per defined SLA Create temporary workaround for immediate customer issues where appropriate Track computer system issues and other IT issues through to a resolution within agreed time scales Find fixes for issues with root cause analysis and escalate unresolved ones to other technical teams Infrastructure Application or Security Support teams and work with them for permanent resolution Escalate Incidents to team leaders application system owner IT Management Analyze Service Desk Calls incidents for resolution of repeated incidents and required knowledge share for repeated inquires Attend and respond to user Interaction and queue tickets on IT Service Manager in addition to assignment reassignment of IT tickets to other IT teams in a timely manner and as per defined SLA Take ownership of user service requests issues and follow up their status on behalf of the user and communicate progress in a timely manner Review of team closed IT tickets and followup on aged pending ones when needed Use incident management process to manage and resolve incidents Find solutions from previous cases using the Knowledge Base Report and document all repeated incidents and raise problems when needed on IT SM and follow up with the responsible IT teams to find the route cause and resolution to prevent repeated incidents recurrence Log handled Service Desk calls on the IT Service Manager system SM Transfer handled Service Desk calls to Customer Satisfaction survey Maintain a high degree of Customer Service for all support queries and adhere to all Service Level Management principles Collect review users feedback on different services when needed Introduce proactive preventive actions to enhance service availability Customer Satisfaction Provide coaching mentoring training knowledge transfer and skill enhancement to staff Manage and organize routine tasks distribution and assignments on team when needed Monitor Service Desk Calls Quality when assigned to direct engineers and coach them to enhance service level Monitor Service Desk Engineers availability on IPCC when needed Support IT Business activities on Call support after business hours and during holidays when assigned Understand and review all IT related documentations and provide feedback on ways to improve L1 Support team Processes Produce maintain work related reports sheets presentations trackers lists when needed Review job applications and select the shortlisted candidates that are best suited for the position based on predetermined criteria Produce Maintain User Guides and manuals when needed Act as a backup for team members on different tasks as needed Support with other Technical Support tasks when needed Perform other tasks as assigned You will be redirected to the company website to apply for this position Previous experience 6 years of experience performing similar activities of which 3 years have preferably been in Banking or Financial Sector Bachelor degree in IT relevant degree Bilingual English Arabic Willing to work in night rotational shifts and to be on a call rota for out of hour s Business IT activities and urgent support