Field Support Analyst

الوصف الوظيفي
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

المهارات

Skills:

Excellent Analytical, problem solving, Interpersonal & Communication skills
Excellent IT Hardware, Server, Networking, Infrastructure (On Premise & Cloud) skills
Work effectively with customers across levels in a diverse environment

تفاصيل الوظيفة
منطقة الوظيفة دبي, الإمارات العربية المتحدة
قطاع الشركة المطاعم وخدمات الطعام
طبيعة عمل الشركة صاحب عمل (القطاع الخاص)
الدور الوظيفي تكنولوجيا المعلومات
نوع التوظيف دوام كامل
الراتب الشهري غير محدد
عدد الوظائف الشاغرة غير محدد
المرشح المفضل
المستوى المهني متوسط الخبرة
عدد سنوات الخبرة الحد الأدنى: 4
منطقة الإقامة الإمارات العربية المتحدة
الشهادة بكالوريوس/ دبلوم عالي

https://www.bayt.com/ar/uae/jobs/field-support-analyst-4259584/