IT Helpdesk Support

Over the many years of its pursuit for investment diversification, the Ghobash Group has capitalized on opportunities in sectors with encouraging growth potential by either buying out established operating companies or founding new businesses to extend value into those markets. As the portfolio of these fully, or majority-owned operating companies grew and became more diversified, the Group established ABAN INVESTMENT in 2008 to administer and facilitate its smooth operation. Each operating company general manager reports into the CEO of Aban Investment and as such it is an actively managed portfolio of companies.

ABAN Investment currently has stakes in Technology, Oil & Gas, Pharmaceuticals, Industrial Chemicals and Supplies, Hospitality, Healthcare, and Consumer Services. It is committed to building high-value businesses, from start-ups and early stage ventures to mergers and acquisitions for more mature businesses.

The IT Helpdesk Support is responsible for providing end-user support related to all Level 1. ensuring that the performance and availability of the IT Network Infrastructure at the site is healthy and always functional

Support Engineer, and same is maintained to the highest standard with maximum levels of productivity and efficiency. Support Engineer is responsible for the ongoing support of systems, and hardware peripherals, providing client support and working closely with users to understand business needs. Expertise in troubleshooting, maintaining Service tickets, and SLA’s design.

• Advising systematic know-how of procedures, operations, and work instructions
• Provide first-line support to users encountering technical issues.
• Diagnose and resolve basic hardware and software problems.
• Follow up with users to ensure timely resolution of their issues and maintain a high level of user satisfaction.
• Escalate unresolved issues to higher-level support teams
• Good knowledge of ITSM tools.
• Checking systems and equipment for substandard performance or malfunctioning
• Fixing systems and equipment problems
• Setting up of Peripherals (i.e. Laptop/Desktop/Printers), as per the compliance and policy.
• Good knowledge of backup software like Synology.
• Good knowledge about Office 365.
• Good Knowledge in Active Directory Management, DNS & DHCP
• Identifying performance problems and malfunctions.
• Maintaining hardware and corresponding documentation of fixes, notes, and recommendations
• Managing routine preventive procedures; maintaining and monitoring network security
• Analyzing and resolving faults.
• Monitoring network environments and proactively maintain infrastructure to prevent failures
• Updating process, procedure, and other documentation
• Log and follow-up issues with Vendors
• Perform health system checks on areas of responsibility
• Mapping client's requirements and liaise with Group IT
• Designing, deploying, maintaining, and improving IT service delivery processes within the corporate guidelines to ensure efficient IT-dependent business operations and achieving corporate objectives
• Ensured adherence to the SLA within the network
• Responsible for monitoring and tracking IT assets.

• Bachelor of Computer Engineering or Equivalent
• Certifications in Cisco & Microsoft Preferred

Experience

• 4-5+ years of experience.
• Proficient in DAX, SQL, and data modeling.
• Extensive experience with cloud platforms and data integration strategies.

Skills & Abilities

• Network Management understanding.
• Familiarity with ITIL and its applications.
• Work with reports, and root cause analysis.
• Maintain documentation
• Maintain and ensure network operations.
• Monitor vendor SLAs.
• Work with vendors for a solution and their support.