Technical I, IT Operations (TCF)

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Responsibilities

• Excellent skills on service management fundamentals with hands-on expertise in Problem Management, Incident Management, RCA & Ticket Analysis for deskside scoped equipment’s
• Management of site / accounts Service level agreement, SLO with IT partners and our business operations.
• Hands-on experience on Site IT Operations, IT Service Delivery & Shift Management.
• Coordinate with other IT platform teams and client support / helpdesk personnel.
• Deliver efficiencies by contributing to Global Projects including supporting automation projects by tracking and completing site specific actions / projects.
• Onboarding New Accounts, planning, managing Ramp Up & Ramp Downs, Account Movements and capturing new client requirements to work with the solutioning teams and get it implemented and manage pre-work for client visits
• Coordinate with Reso team for site specific requirements related Maintenance activities for UPS, Gensets, DC access and facilitating with business / client for approvals for downtime Windows
• Hands-on experience on End-user computing devices like Desktops, Laptops, Hard Phones, Wi-Fi devices on both Hardware & Software aspects.
• Hardware – expertise in identifying and replacing faulty components for deskside, servers, Video Conferencing equipments.
• Software- OS level troubleshooting in Win 7 and Win 10, MS Office 2013 & Above package, Outlook config, Skype for Business, Softphone, Antivirus troubleshooting, HDD to HDD Imaging / Ghosting, Printer, Scanner, Bio Metric, Data Encryptions, VPN troubleshooting, Wi-Fi Config, Video Conferencing. Firmware updates for deskside equipment like Cisco & Avaya phones.
• Hands-on handling of IT Ticket resolutions on ITIL-based framework, maintaining systems compliance and audits following COPC, ISO 27001 standards and ensure 100% contract compliance.
• You will be the support for all network, server & voice infrastructure for CNX and client owned equipment.
• Trouble shooting and coordination for high impact / severity issues and communicating real-time updates to the BRC team.
• You will ensure compliance and security for the site. Maintaining systems compliance and audits following COPC, ISO 27001 standards and ensure 100% contract compliance.
• Excellent knowledge of Network, Server & Voice infrastructure for troubleshooting & problem resolution skills like Ping & Tracer Analysis, End-user Avaya voice troubleshooting, Active Directory Group Policy troubleshooting, DNS resolution, IP config troubleshooting, Hub room and Data Center Structured Cabling.
• Installation of PGP encryption software on all the desktop / laptops to ensure we are compliant to IT and Customer security policies.
• You will manage Local DNS / DHCP / File server / Tivoli server for daily operations to support Business in a BAU mode.
• Create Log and represent RFCs, also ensure that RFCs are performed per scope at the approved time.
• Validate client / software asset inventory & report deviations if any.
• You will review daily tickets for ageing, response, resolution & publish daily dashboards.
• You will manage off site tape movements following the Tape Management Process.
• Report to the Manager of IT Operations.
• You will work on-site.

Location

SAU Riyadh Sulaiman Al Hamdan Street, Sulaimaniya, Riyadh 11551, POBox 42589

Employment type

Full-time

Seniority level

Entry level

Job function

Information Technology

Industries

IT Services and IT Consulting

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