Long Description

Job Summary

The IT Service Desk Officer will provide first line technical support to internal staff and be available to work on a shift pattern and out of hours pro rata. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role. Coverage for support includes telephony across EMEA and Asia whilst also supporting offices in GCC where travel may be required to other offices. Home workers will also be supported.

Job Responsibilities

•Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
•Receiving, logging and managing calls from internal staff via telephone and email
•Maintaining an Asset Database and track changes
•1st and 2nd line support – troubleshooting of IT related problems from in-house software to hardware, such as desktop/laptops, printers, to MS office
•Troubleshoot basic network issues
•Escalate unresolved calls to the operations support team
•Log all calls in the Service Desk Call Logging system (Remedy)
•Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
•To maintain a high degree of customer service for all support queries and adhere to all service management principles
•Provide basic in-house training in MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint)
•Provide stats for the weekly Service Desk report on call trends
•Publishing support documentation to assist staff with requests for information & provide staff training if required
•Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.
•To arrange for external technical support where problems cannot be resolved in house

Candidate Requirements

•Experienced in presenting to all levels
•Proven ICT support skills
•Proven system management skills
•Proven experience of project management
•Proven excellent written communication skills
•Knowledge of ICT industry developments
•Ability to prioritise own work to support business priorities
•Ability to work autonomously and manage conflicting priorities
•Ability to provide IT support to customers including; Microsoft technologies, Mobile, Wi-Fi and Email configuration
•Windows 10/11
•Windows Server 2016/2019
•Office 2016/365
•Active Directory
•TCP/IP and general network knowledge
•Experience of Avaya telephone system desirable
•Experience of working within SLA and ITIL defined businesses preferred
•Degree educated or qualified by experience
•ITILv4 certified desirable
•Minimum 2 years’ experience in a similar role

Education

Long Description

Job Summary

You will be responsible for architecting/implementing and maintaining the performance, integrity, and security of Infrastructure Cloud technologies and Data management using on-prem/cloud platforms.

Ensure that appropriate design and deployment plan executed for new business-critical applications. Perform data analysis to detect emerging trends and underlying service issues, make recommendations and help formalize data management, housekeeping, and archiving standards.

Job Responsibilities

•    Develop and implement technical efforts to design, build, and deploy AWS/Azure applications, including large-scale data processing, computationally intensive statistical modeling, and advanced analytics
•    Participate in all aspects of the software development life cycle for AWS/Azure solutions, including planning, requirements, development, testing, and quality assurance
•    Troubleshoot incidents, identify root cause, fix and document problems, and implement preventive measures
•    Educate teams on the implementation of new cloud-based initiatives, providing associated training as required
•    Employ exceptional problem-solving skills, with the ability to see and solve issues before they affect business productivity
•    Creates and maintains all databases required for development, testing and production usage for Alghanim Industries SAP systems
•    Manage a continuous integration and deployment methodology for server-based technologies
•    Provide and develop a level of expertise and solutions in; VMware, Linux, Storage Systems, Networking, ITIL, basic project management and Problem Solving
•    Managing Alghanim AWS/Azure Infrastructure Lifecycle.
•    Maintain data center environmental and monitoring equipment
•    Recommend process and architecture improvements in AWS and Azure
•    Performs ongoing tuning of the Oracle and SQL database instances
•    Troubleshooting systems Performance issues, fixing problems, and owning issues through to resolution
•    Plan and implements backup and recovery of the Business-critical systems
•    Control migrations of programs, database changes, reference data changes through the development life cycle
•    Manage disaster recovery and replication procedures along with Managed Service Provider
•    Excellent communication (written and oral) and interpersonal skills
•    Proven ability to work creatively and analytically in a problem-solving environment
•    Strong analytical, communication and organizational skills

Candidate Requirements

Education:
•    Bachelor’s Degree or qualified by experience
•    Oracle , Microsoft , VMware and ITILv3 certified , AWS Associate certificate
Experience:
•    Minimum 7 years’ experience in a similar role
Skills and Attributes:
•    5+ years of hands-on experience on Cloud Infrastructure implementation using Azure and AWS platforms.
•    Experience in designing and managing AWS and Azure infrastructure in line with business requirements.
•    Identify and implement the most optimal cloud-based solutions for the company
•    Define and document best practices and strategies regarding application deployment and infrastructure maintenance
•    Managing cloud environments in accordance with company security guideline
•    Experience in Oracle DBA support with various versions of the oracle, day to day administration, installation, configuration, troubleshooting, Monitoring, and Performance Tuning
•    Disaster recovery for the systems such as failing over and failing back business-critical services
•    Forecast data growth trends and optimize systems and databases performance
•    Good experience in Oracle 10g, 11g, 12c/MS SQL Server administration with solid skills in concepts and architecture and hands on experience on Oracle RAC databases / Microsoft SQL Server Databases
•    Hands-on VMware administration experience contributing to the successful design, development, implementation, change and release management.
•    Competent in developing documented process and adhering to Cloud and Database standards and best practices
•    Strong knowledge in Systems Performance and tuning.
•    Experience in different OS platforms and cross platform migration skills.
•    Ability to work independently in complex environments of multi-vendor systems
•    Able to provision Block storage for systems access in a VMware environment
•    Suse Linux 11/12 ,Shell scripting, Oracle virtual machine (OVM) , VMware
•    Promoting process improvement
•    Knowledge of ‘relational database management systems’ (RDBMS), ‘object oriented database management systems’ (OODBMS) and XML database management systems.

Education