Systems Administrators
Sundus Recruitment and Outsourcing Services
UAE,Al Ayn,Al Ain
منذ 1 يوم
source : Drjobs.ae
  • Take ownership for all tasksassigned, from the point they are assigned until agreement isreached, ensuring completion and bringing tasks to a logicalclosure
  • Communicate and report proactivelywith colleagues, leadership and others in the organization by usingappropriate means of communication
  • Focus ontime management by timely and quick completion of all allottedtasks; quick response to all communications; attendance in allmeetings and appointments before the scheduled starttime
  • Focus on self-development (for bothtechnical and soft skills) by taking initiatives and leveraging themultiple platforms and opportunities at disposal and should be ableto demonstrate continuous improvement.
  • Be theprimary technical interface to customer and meet / surpass their SLAexpectation
  • Be able to handle and close 90% ofall incidents / requests / demand
  • Support / createautomation to remove repetitive low value tasks
  • Achieve target objective for first time fix of alltechnology demand
  • Troubleshoot, technicalactions and technical assistance for :
  • Responseto all user demand, by portal, phone or email
  • Provide 1st line issue resolution for incidents that donot need engineering consideration
  • Simple break / fix resolutions
  • Proactive triage (trend changes, thresholding)
  • Tier 1 incident response / resolution across allcapabilities with escalation to TechOps or Security Ops
  • Investigation and diagnosis, then solving (wherepossible) or escalating / reporting changes to the TechOps orSecurity Ops section
  • New servicerequests
  • Provide advanced troubleshooting andresolution for :
  • Device upgrades
  • End user software, hardware
  • Solvinguser profile issues
  • Responsible for patchingof all front-end systems
  • Responsible forcreating shared drives and manage tech. escalations
  • Responsible for granting permission for folder access andmanage tech. escalations
  • Responsible forgranting access to applications and manage tech.escalations
  • Responsible for resolving issuesduring file transfer for users and manage tech.escalations
  • Responsible for managingtechnology tools and manage tech. escalations
  • Build an internal solution knowledge base with technicaldocumentation, manuals and IT policies for his / her area ofexpertise
  • Coordinate with the third-partyservice provider for timely repair of the system under themaintenance agreement warranty, and repairing minor flaws inhardware if not covered under the same and manage tech.escalations
  • Develop periodic Service Deskreports on issue trends and statistics for his / her area ofresponsibility
  • Requirements

  • BSc / BA inComputer Science, Engineering or a related field
  • Relevant professional certification would be anadvantage
  • 6+ years of experience in USC orrelated areas
  • Strong knowledge of generalareas within IT Service Desk Areas
  • MAC supportexperience
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