IT System Admin

Organization Purpose

The
primary purpose of the Technology Department is to provide an excellent
experience for our customers by the agile delivery of the technology that
they need in their everyday business lives. We will aspire to be continually
recognized as being the best ICT operation in Federal Government in the UAE,
through delivering the Strategic Objectives of the organization

Department
Purpose

The
User Support Centre (USC) is the “face” of the technology department, in that
most of the interactions with the end users (customers) will happen through
the USC: it will be the first point of contact for customers

The
USC is responsible for all end user experience and interaction with any
technology device (e.g. desktop, mobile, laptop, phone, apps, wireless
access, printing, etc.); anything that an end user will touch, use or
experience – and importantly the underlying infrastructure that supports it

The
USC is responsible for implementing IT projects including proper technical
documentation in all aspects of the implemented product (Implementation-,
security- and user documentation)

The
technology scope of the USC is broad, touching all elements of the estate
(network, desktops, server, applications, backup, etc.)

KEY ACTIVITIES

General
Activities

·      
Take ownership for
all tasks assigned, from the point they are assigned until agreement is
reached; ensuring completion and bringing tasks to a logical closure

·      
Communicate and
report proactively with colleagues, leadership and others in the organization
by using appropriate means of communication

·      
Focus on time
management by timely and quick completion of all allotted tasks; quick
response to all communications; attendance in all meetings and appointments
before the scheduled start time

·       Focus on self-development (for both technical and
soft skills) by taking initiatives and leveraging the multiple platforms and
opportunities at disposal and should be able to demonstrate continuous
improvement

Functional
Activities

·       Be the primary technical interface to customer and
meet/surpass their SLA expectation

·       Support the Squad Lead in detecting and
communicating trends, outages, problems and events

·       Develop periodic Service Desk reports on issue
trends and statistics for his/ her area of responsibility

·       Support the Squad Lead in developing expertise to train
staff on new technologies

·       Support/ service automations to remove repetitive
low value tasks

·       Meet/surpass all customer response and fixed SLAs

·       Troubleshoot, technical actions and technical
assistance for:

o  
Response to all user
demand, by portal, phone or walk-in

o  
Monitoring of the
servers, networks, applications (end-to-end) and other infrastructure systems

o  
Provide initial
triage of the alerts or state change

o  
Provide 2^nd
line issue resolution for incidents

o  
Simple “break/fix”
resolutions

o  
Proactive triage
(trend changes, thresholding)

o  
Daily checkups of
storage/systems/disks

o  
Tier 2 incident
response/resolution across all capabilities with escalation to other sections
if necessary

o  
Server and backend
related tasks including network configuration, server backups, configuration
of security appliances e.g. switches or firewalls.

·       Provide advanced troubleshooting and resolution for

o  
Solving user profile
issues

o  
Image deployment and
maintenance on MAC as well as Windows

o  
Citrix published
applications

o  
Mobile device management
(Airwatch/Workspace One)

·       Responsible for granting access to application and
manage tech. escalations

·       Responsible for managing network servers and manage
tech. escalations

·       Responsible for managing technology tools and
manage tech. escalations

·       Responsible for creating technical documentation
like High Level Diagram or Low Level Diagram

·       Build an internal wiki with technical
documentation, manuals and IT policies for his/ her area of expertise

·       Coordinate with the third party service provider
for timely repair of the system under the maintenance agreement warranty, and
repairing minor flaws in hardware if not covered under the same and manage
tech. escalations

BUSINES
METRICS & KPIs (WHERE APPLICABLE)

All
KPIs will be defined as per general organizational roles and personal
objectives (kindly refer to Leadership and Staff General Document)

JOB SPECIFICATIONS

Industry / Domain

USC

Necessary Knowledge and Experience

·      
3+ years of
experience in USC / Service Desk or related areas

·      
2+ years of experience
in server management, infrastructure maintenance, network and network device
configuration

·      
Advanced knowledge
in MAC support/imaging/deployment

·      
Strong knowledge of
general areas within IT USC

·      
Advanced experience
in mobile device management (Airwatch / Workspace One)

·      
Good communication
skills

·      
ITIL certification
(foundation) and understanding of ITSM processes

·      
Experience in
utilizing ticketing tools

·      
Experience in
setting up and maintaining server environments

·      
Experience in
networking, especially in Nutanix environments

Education and Certification Requirements

·       
BSc/BA in Computer
Science, Engineering or a related field

·       
Relevant
professional certification are required

·       
Technical
qualifications as under

SKILLS

Name

Level

Patch Management

Intermediate

Nutanix

Intermediate

Vmware vCenter

Beginner

Vmware Horizon/View/VDI

Beginner

Active Directory

Intermediate

MS IIS Server

Intermediate

MS Exchange 2016

Intermediate

MS SCCM / SCOM

Beginner

SolarWinds

Beginner

Tech Writing

Beginner

Building processes and Diagrams

Beginner

ITIL

Beginner

Incident Management

Intermediate

Change Management

Beginner

Release Management

Beginner

Request Fulfillment Management

Intermediate

Call Handling

Intermediate

Technical Teaching(Instructor)

Intermediate

Problem Management

Intermediate

TCPIP (IPv4) & (IPv6)

Beginner

AV,AntiSPAM

Intermediate

Airwatch / Workspace One

Intermediate

SIEM Usage(e.g. ArcSight,Splunk)

Beginner

NM Usage(e.g. Solarwinds)

Beginner

Windows Server 2012

Intermediate

Windows Server 2016

Intermediate

Red Hat Linux Enterprise 6.x

Intermediate

Windows 10

Intermediate

CentOS 6.x

Beginner

Communication and Public Speaking

Intermediate

Two Factor Authentication

Intermediate

Cisco – UCS

Beginner