IT Network Operation Engineer- KSA

A. Basic Scope of Work:

• Single point of contact for all communication.
• Monitor of the whole scope services.
• Follow up in incident and Escalation matrix.
• End User Support - Client's environment support such as Desktops, Laptops, and its related applications and hardware.

B. Accountabilities:

• Manage Manage Engine/JIRA systems ( TT – Reports ).
• Act as the first point of contact for all IT & technical queries for quick & efficient handling of IT incidents & service requests.
• Support the client's environment such as Desktops, Laptops, and its related applications and hardware.
• Responsible for diagnosing & resolving hardware, software and the end-users problems.
• Involve in the rollout of software updates and patches.
• Investigate specialist and complex IT support issues.
• Communicate with third party technical specialists.
• Maintain a wide range of computer hardware and software programs.
• Configuration and testing of any new hardware and software.
• Travel to client sites to help with installs, deployment, and troubleshooting.
• Deploy new hardware and software
• Responsible for monitoring all alarms
• Responsible for monitoring of activities related to scope services
• Knowledge of ITIL process.
• Assist in ITIL processes execution.
• Identify incidents of criticality issues and contacting the infrastructure owner and escalating accordingly.
• Background of monitoring tools (Op Manager, SCOM and PRTG).
• Monitor the status & progress toward resolution of all open incidents.
• Follow the escalation matrix for open incidents.
• Ensure the assets inventory is always updated.
• Assist in other activities assigned by the team.
• Assist Systems and Network team with troubleshooting and L1 incident resolution.

Skills