Technical Support Specialist

We are currently recruiting for a Technical Support Specialist for the Dammam site.

In this role you will be responsible for providing first and second level support for end device equipment (laptops, desktops, printers, barcode scanners), as well as implementing standards as established by the system and network engineering teams in relation to planning and supporting the plants in the areas of desktop, WAN, LAN, servers, and disaster recovery.

Key Responsibilities:

• Provide first and second level end user support in the areas relating to all end device equipment (laptops, desktops, mobile devices, printers, barcode scanners).
• Provide first and second level diagnostic support for the System and Network Engineering Teams and the Service Desk in supporting the plants as it relates to; Desktops, WAN, LAN, and Servers as well as capture site specific network, server, and end device documentation
• Create/update work instructions for new tasks or as the steps for existing tasks are modified, ensures all documentation is in the proper format and is stored in the location identified by the Technical support Team
• Participate in global support on-call rotation to support the various geographic DP World plants, and to be available for on call support. Answers the telephone when called and able to connect to the DP World network within 10 minutes of notification
• Monitor emails for alert notifications from the service desk and resolves or escalates these as required
• Provide change management support during the weekend when on call
• Participate, enforce and follow DP World’s change, incident, and problem management processes and escalates, where required to the Service Desk following the predefined escalation procedure
• Adhere to DP World’ security process proactively identifying security issues and escalating these to the TSS team lead or appropriate manager as well as DP World’s purchasing processes ensuring that all IT equipment is properly tracked throughout the hardware lifecycle
• Provide onsite support for new site launches and server/network refreshes
• Other duties as assigned.

QUALIFICATIONS

• Have a computer science qualification or the equivalent professional training and certification alongside proficient work experience within a technical field

EXPERIENCE

• Solid attention to detail and the ability to create and document process and procedures
• Good verbal and written communication skills with internal IT colleagues; business leaders and external audit community
• The ability to work within a busy environment with a positive approach and maintain a high degree of confidentiality
• Excellent organizational and problem solving skills
• A strong understanding and working knowledge of desktop hardware, operating systems and software
• A good understanding of network systems and protocols as well as server hardware and operating systems