Senior Associate, Technical Support [Third Party Contract]

• Supervise technical support and help desk activities relating to ICT infrastructure, computers, system software and hardware; streamlines the receipt and logging of service requests in the automated request management system; distributes work assignments and monitor progress.
• Interact with end users to analyse and determine the nature of problems, conducting root cause analysis for resolving reported issues in a timely fashion.
• Supervise the deployment, configuration and maintenance of ICT infrastructure and systems.
• Coordinate issues appropriately (internal/external) and research alternative solutions where appropriate, maintaining liaison with the Bank’s IT Department on various technical issues.
• Conduct end-user training for various technologies and tools.
• Brief management on the status of current incidents and resolution efforts.
• Survey the technical requirement and supervise the setup of regional offices in terms of technical infrastructure, connectivity, and various technology solutions, such as video conferencing.
• Participating in cross-functional teams and activities in order to assist with ICT related projects.
• Assist in UAT activities for deploying new systems and applications, and support the roll-out activities.
• Survey and evaluate new technologies, providing advice on new acquisitions.
• Provides full range of technical assistance and administration activities for operating systems, servers, active directory, SharePoint, email system, collaboration and content management, etc.
• Implements and maintains security controls; verifies the effectiveness of security controls in place; maintains accurate access control lists including rights and privileges.
• Participates in the security incident response activities; assists in the planning, implementing, and maintaining security controls.
• Acts as the focal point for the Disaster Recovery and Business Continuity implementation project
• Maintain the IT asset life cycle management, including procurement, deployment, maintenance, support, and retirement & disposal of assets.
• Prepare the specification of new equipment, and supervise the overall procurement cycle.
• Prepare maintenance contracts, and ensure that all IT equipment are covered and have valid warranties.
• Maintain stocks of equipment, consumables and other supplies.
• Maintain records of software licences, and ensure they are promptly renewed
• Prepare and maintain the annual budget for required hardware, software and maintenance contracts.
• Prepare RFPs and manage vendor interactions including bidding process and contracting
• Prepare and process payments to vendors, contractors and suppliers.
• Attend daily/weekly meetings as requested or required.
• Prepare and present regular progress reports on activities.
• Maintain a thorough understanding of IT Services' organization and service offerings in order to identify how best to address end user technology needs and incidents.
• Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry.

A university degree in IT / Computer Science related discipline.

• Programming Skills – Intermediate 

  
  

• Project Management Skills - Basic

  
  

• Business Relationship Management - Intermediate

  
  

• Problem Solving and Incident Management - Advanced

  
  

• Knowledge of Information Security - Intermediate

  
  

• Hardware Knowledge - Advanced

  
  

• Management of Vendors / Alliances - Intermediate

  
  

• System Design & Development - Intermediate

  
  

• Knowledge of ERP packages - Intermediate

  
  

• Knowledge of Database Management and Networking – Intermediate

  
  

• Troubleshooting Windows Clients, Microsoft Office & 365 (Cloud) / Windows Server Administration / SSL Certification / Symantec Endpoint Protection / Administering Networking Equipment /  VPN / VDI / Microsoft Active Directory / Virtualization Technologies / TCP/IP Network Protocol / Communication Systems, such as Skype for Business, Zoom, WebEx, etc. / Basic SharePoint administration & content management / Administration & Troubleshooting of Printers, Copiers and Scanners / Administration of File Storage / Service Desk ticketing and support / Acronis Administration.

  
  

• English and Arabic are compulsory

  
  

• 4-6 years of experience in the field of IT technical support/help desk operations.