End User Computing Support Engineer – BAE SYSTEM , Saudi Arabia

JOB PURPOSE:
To perform general technical support functions such as physical installation, assembly, configuration, troubleshooting and maintenance in order to ensure successful resolution of reported issues and deliver EUC service

Your Main Responsibilities:
Provide technical support to the enterprise end-user computing environment (implementation, configuration, monitoring, service interruption recovery, root cause analysis)
Provide level 1 and2 maintain and support for end user desktop, laptop, printer, phones, dongles, tablets, projectors, smart boards, video conference suites, IP phones and other end user peripherals based on ISE’s policies, processes and procedures
Respond to telephone calls/emails, escalated services requests and tickets to diagnose problems through discussions with users, including problem recognition, logs, research, isolation, resolution, follow up steps and communication
Identify, evaluate, prioritize and resolve customer issues through ISE’s Customer Support systems
Troubleshoot client hardware and software and basic network connectivity problems
Escalate problems to appropriate support specialists and follow up until completion
Actively implement and roll out approved EUD upgrades, patches and hot fixes as per ISE’s policies and procedures
Provide user account management activities such as creation, deletion, modification…etc
Administer and provide user account and profiles privileges as per ISE’s policies and procedures
Develop and maintain operational procedures, user manuals and knowledge base
Provide all required documentation including standards, configurations and diagrams related to EUC services
Use internal incident management system to document and manage problems and work requests and their respective resolutions and circumventions
Provide basic training to users and/or peers to develop solutions and resolve problems
Perform activities related to the evaluation, analysis and set up of PC-based software products
Undertake desktop/laptop builds, rebuilds and physical moves as required
Coordinate with internal and external stakeholders to identify hardware defects and resolve software issues
Conduct proactive maintenance and administration (run book activities)
Maintain asset inventory operations as per ISE’s policies and procedures

Your Skills & Qualifications:
The jobholder should have a Bachelor’s degree in IT or a relevant IT certificates and has a knowledge about IT Service Framework.
The jobholder should have proven supervisory and motivational skills within a technical and business support environment.
The jobholder will be aware of general business processes and practices.
The jobholder should have 2-3 years of experience in an IT Support environment.
The jobholder will be aware of general business processes and practices.
The jobholder must be educated to degree level standard in a relevant discipline with excellent knowledge of hardware and software across a variety of platforms.
The jobholder will be aware of general business processes and practices.
The jobholder will have excellent communication skills, both verbal and written.
The jobholder will have excellent knowledge of client/server systems.
The jobholder will be expected to hold, and maintain, valid industry certifications at an intermediate to advanced level. (At a minimum these should be equivalent to Microsoft MCSE, MCSD. Cisco CCNA, CCNP, CCDP. Novell CNE, MCNE.)

Saudi National Employee Benefits:
In return for the required high levels of commitment and hard work you will receive the following package, which makes this an opportunity not to be missed
A competitive basic salary
Living allowance
Transport allowance
Health care scheme for Employees and immediate family

About us:
International Systems Engineering – ISE
International Systems Engineering (ISE) was established in 1988 as one of the Economic Offset companies established under the Peace Shield program. ISE delivers the mission-critical IT solutions, services and cutting edge technologies within the Defense, Aerospace and National Security sectors. With our superior resources and partnerships in place, we offer a full range of solutions and services that meet the requirements of our clients today, and their plans for tomorrow. Our services include; Cyber Security, Intelligence, Supply chain Management, Managed network service – WAN connectivity and Internet, Hosting services and Cloud Computing, End-User computing services and Professional Services.

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