Digital IT Operations Specialist

SLB; Ahmadi; On-site; KWD 15,000 - 30,000; Full time

Job summary

Une entreprise leader dans le secteur de l'énergie recherche un Analyste de Support sur Site. Ce poste implique de fournir un support technique essentiel, de résoudre les incidents logiciels et matériels, et de collaborer avec plusieurs équipes. Le candidat idéal aura une solide expérience en infrastructure réseau et des compétences en dépannage, avec une préférence pour la certification CCNA. Ce rôle est crucial pour assurer une connectivité efficace et répondre aux besoins des clients sur site.

Qualifications

• Solide expérience en infrastructure réseau.
• Préférence pour la certification CCNA.
• Compétences en dépannage et support technique.

Responsibilities

• Gérer et résoudre les incidents et demandes de service.
• Former les utilisateurs sur les solutions IT.
• Maintenir la base de données de gestion des actifs.

Skills

IT network infrastructure

Troubleshooting

CCNA Certification

Job description

The Onsite Support Analyst is responsible for serving as a desktop support expert, handling computer hardware, software (location-specific or global), and peripherals. The analyst acts as the second point of escalation for resolving desktop or laptop incidents, service requests, and connectivity issues.

Role:

• Provide second-line investigation and diagnosis.
• Resolve and close incidents and service requests according to help desk procedures and timelines.
• Escalate unresolved issues within agreed timescales.
• Log incident and service request details following help desk procedures.
• Communicate with customers regarding incident progress.
• Keep tickets updated until issues are resolved.
• Conduct customer satisfaction callbacks and surveys.
• Complete GET IT training for On-Site Support Analysts.
• Comply with Quality, Health, Safety, Environment, and IT policies.
• Liaise with customers, IT support groups, and third-party providers.
• Perform staging of PCs.
• Maintain the Global Asset Management database with updates related to hardware.
• Perform Install, Move, Add, and Change tasks.
• Support hardware and software maintenance.
• Participate in IT team objectives and key performance indicators.
• Liaise with third-party suppliers for hardware repairs.
• Assist with IT security issues and virus elimination.
• Support server maintenance with the local Server Team.
• Assist in infrastructure setup and renovation projects, including network devices, CCTV, servers, PABX, and Lync System.
• Collaborate with Distributed Services, Systems, Network Support, and Event Management teams.
• Manage spare asset inventory and maintain asset management.
• Assist the local Network Team with network equipment maintenance.
• Educate customers on IT solutions, methods, and tools to enhance efficiency.
• Organize and schedule UseIT training to meet key performance objectives.
• Participate in GeoMarket projects to achieve common goals.
• Contribute as a key member in the IT Domain structure.
• Supervise suppliers for maintenance and IMAC of IT equipment.
• Channel help requests to appropriate functions, monitor resolution, and update customers.
• Work with Enterprise Services teams to deploy upgrades to servers, LANs, WANs, and wireless networks.
• Mentor junior team members.
• Manage small, low-risk IT projects at the location.
• Lead GeoMarket projects to meet objectives.
• Be prepared to take on additional roles such as Security Champion, LDAP Champion, or Wellsite Connectivity Champion.
• Perform regular IT hardware disposal following the Fixed Asset Disposal Procedure.
• Ensure process consistency through calls, meetings, and workshops.
• Understand customer requirements to propose effective solutions.

Skills

The candidate should have a solid background in IT network infrastructure and troubleshooting, with a preference for CCNA Certification.