IT Support Associate Engineer

Role: IT Support Associate Engineer

Location: Abu Dhabi

Role Purpose:

• To provide IT support functions for all IT requirements at ADIB Group (locally and remotely) using available tools and applications.
• An IT Support Engineer provides vital technical assistance to resolve hardware, software, and network issues, ensuring efficient operation of IT systems.

Key Accountabilities of the role:

1.End User Support (70%)

• Act as a single point of contact for phone calls and emails from staff regarding IT service requests, issues, and queries. 
• Answer and respond to all calls from internal staff via telephone, email and within agreed time scales.
• Transfer handled Service Desk calls to Customer Satisfaction survey.
• Act as 1st line support of IT related service requests, issues, and problems from in-house software to hardware, such as PCs, Laptops, Printers, IP Phones and Smart Phones.
• Provide immediate customer assistance for emergency and urgent incidents/requests as per defined SLA.
• Create temporary “work-around” for immediate customer issues where appropriate.
• Find fixes for issues and escalate unresolved ones to the L2: Infrastructure, Application, or Security Support teams and work with them for permanent resolution.
• Escalate Incidents to team leaders, application/system owner & IT Management.
• Log handled Service Desk calls on the IT Service Manager system (SM).
• Analyze Service Desk Calls & incidents for resolution of repeated incidents and required knowledge share for repeated inquires. 
• Attend and respond to user Interaction and queue tickets on IT Service Manager, in addition to assignment/re-assignment of IT tickets to other IT teams in a timely manner and as per defined SLA.
• Take ownership of user service requests/issues and follow up their status on behalf of the user and communicate progress in a timely manner.
• Review of team closed IT tickets and follow-up on aged/pending ones when needed.
• Use incident management process to manage and resolve incidents.
• Find solutions from previous cases using the Knowledge Base.
• Report and document all repeated incidents and raise problems when needed on IT SM and follow up with the responsible IT teams to find the route cause and resolution to prevent repeated incidents recurrence.
• Maintain a high degree of Customer Service for all support queries and adhere to all Service Level Management principles. 
• Collect/review users’ feedback on different services when needed.
• Introduce proactive preventive actions to enhance service availability & Customer Satisfaction.
• Provide coaching, mentoring, training, knowledge transfer and skill enhancement to staff.
• Manage and organize routine tasks distribution and assignments on team when needed.
• Monitor Service Desk Calls Quality when assigned; to direct engineers and coach them to enhance service level.
• Monitor Service Desk Engineers availability on IPCC when needed.
• Understand and review all IT related documentations and provide feedback on ways to improve L1 Support team Processes. 
• Produce/maintain work related reports/sheets, presentations, trackers, lists when needed.
• Produce/Maintain User Guides and manuals when needed.
• Act as a backup for team members on different tasks as needed.
• Support with Technical L2 Support tasks when needed.
• Perform other tasks as assigned.

2. Projects / Major Tasks (10%)

• To get involved in activities and tasks required to execute Strategic projects related to IT Support.

3. Documentation / Process Ownership (10%)

• The incumbent is responsible to take ownership, maintain & update documented processes or documentation related to his job function. 
• In the event where processes or documentation are shared, the incumbent shall be responsible to inform the owner of any document about required changes or improvements. 

4. Information Security (10%)

• Maintain information security related to ADIB, throughout the period of employment. 
• As soon as possible report any potential or actual risks or incidents affecting the security of information to the helpdesk

Specialist Skills / Technical Knowledge, Technical Competencies Required for this role:

• Excellent Customer Service skills
• Excellent Communication Techniques 
• Excellent Technical Analysis skills
• Excellent Troubleshooting skills
• Excellent Problem-Solving skills 
• Excellent Decision-Making skills

Previous experience:

• Bachelor’s Degree (Technology/Computers) Preferred