Provide L1 support for network and infrastructure issues, responding to cluster-specific user inquiries and resolving technical issues
Responsible for rerouting the incidents/SRs to other departments in HQ, wherever needed, to ensure efficient higher levels (L2 & L3) of support for network and infrastructure
Identify recurring issues, conduct root cause analysis (RCA), and cascade the information with network and infra teams in the HQ
Responsible for managing and provisioning end-user devices, including laptops, desktops, mobile devices, desk phones and peripherals for the cluster
Manage the end-user devices setup, configuration, troubleshooting, and maintenance within the cluster
Serve as an escalation point to help desk and network/infra support staff and ensure that escalated issues are solved in a timely manner
Adhere to established SLAs, performance metrics, and escalation procedures developed by NWC HQ IT, to enhance service quality and responsiveness in the cluster
Perform regular infrastructure testing, including system checks, diagnostics, and performance evaluations
Proactively report the network & infra issues identified during testing, to the HQ network and infrastructure teams (under infrastructure GM) and assist in resolving the issues
Develop periodic and ad-hoc reports on activities related to the functional area, as required
Implement and enforce the section’s policies and procedures while performing daily activities and processes
Supervise the implementation of the section’s operational plans and daily priorities to meet operational objectives
Develop work schedules, assign and monitor tasks, implement productivity standards, and resolve operational problems
Supervise staff and monitor work processes and performance
Provide coaching, guidance and mentoring to the section’s staff as required
Coordinate employees' administrative affairs such as vacations, leaves and other administrative and related affairs (where applicable)
Carry out any other tasks requested by the direct manager or the superior that are within the limits of the job, provided that this task does not make a fundamental difference in the basic tasks of the job
NWC works toward attracting creative cadres to upgrade their competencies and innovations in order for them to provide the best services to our customers. NWC has developed new strategies and work plans which determine, to a large extent, its vision during the coming years aimed at the development of the quality of services provided to customers, the provision of new services to meet the originating needs and the improvement of the company-build-in work environment to become the customers' and job-seekers' company of choice.
