Job Purpose:
The job holder is the primary contact for IT support who monitors and maintains IT infrastructure, installs and configures hardware and software, and solves technical problems to provide high uptime of the IT infrastructure
Key Result Areas:
- Coordinate with EKFC IT customers and provide on-site IT support to troubleshoot, debug hardware and software issues by collaborating with other IT colleagues/partners
- Resolve issues within Service Level Agreements and repeated issues to follow Problem Management Process to ensure permanent resolution
- Act proactively to define and resolve IT Incidents by recognizing and implementing opportunities for improved IT services
- Follow EKFC IT Governance, Risk Management and Compliance Process in closing IT Incidents/Service Requests, Change Requests and achieve 1st call resolution (FCR) for all IT Services
- Participate in change control procedures for all IT System changes and implementation & ensure minimal unplanned downtime
- Proactive Root Cause Analysis of IT Incidents and identify improvements to prevent its re-occurrence
- Test and deploy software’s, including Patch Management of Desktops / Servers and MDM/MAM tools on mobile devices in accordance with the company IT policy.
- Assist with Capacity Management, IT Service Continuity and Availability management to ensure all IT Infrastructure and Services are available as per SLA
- Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations
- Provide basic instruction / guidance to IT customers to self-troubleshoot and to maximize efficient use of systems
Knowledge, Skills & Minimum Experience: What does it take to deliver the Key Result Areas in terms of knowledge/qualification, specific experience, technical and /or management skills, etc.? This should be based on the requirement for the job and should not be confused with the actual qualification & experience of the current incumbent.
Education Qualification:
- Bachelor’s Degree (Must have)
- ITIL, COBIT certification (Mandatory)
- Certification like CompTIA A+, MCSD, CCNA/P, CISA, Microsoft 365 Modern Desktop Administrator, ITIL/COBIT, PMP etc
Work Experience:
- Minimum four years of IT Support and Service Management, Software Development, Debugging
- Must have worked extensively with ITIL and Service Desk applications, IT Infrastructure
- Must have followed IT GRC Methodologies
Job Details
| Posted Date: | 2020-12-08 |
| Job Location: | Dubai, United Arab Emirates |
| Job Role: | Information Technology |
| Company Industry: | Catering, Food Service, & Restaurant |
Preferred Candidate
| Career Level: | Mid Career |
| Degree: | Bachelor's degree |
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