Engineer Field Ops
SITA
Total years of experience :14 years, 6 Months
Contributing to the success of SITA by providing Services Operations support to internal and external
Customers in accordance with the terms of the customer contract and Service Level Agreements (SLAs).
Act as the customer SPOC and co-ordinate the scheduling of intervention with customer's internal
Resolver groups and the Service Desk ensuring the highest level of customer services and
Communications are maintained to resolve the fault and incident within the prescribed SLA.
Carry out incident and problem management support to the highest standards and co-ordinate the
Resolution with the appropriate resolver groups.
Perform Change Management Configurations Design and Implementation of the supported Product &
Systems.
Manage local suppliers in the provision of services for the SITA Service Operations centers and report
on services provided to management.
Establish the networking environment by designing system configuration, directing system installation and defining, documenting and enforcing system standards.
Design and implement new solutions and improve resilience of the current environment.
Maximize network performance by monitoring performance, troubleshooting network problems and outages, scheduling upgrades and collaborating with network architects on network optimization
Undertake data network fault investigations in local and wide area environments using information from multiple sources.
Configure routing and switching equipment, hosted IP voice services.
Provide remote support to on-site engineers and end users/customers during installation.
Undertake capacity management and audit of IP addressing and hosted devices within data centers.
Working for the project of General Directorate of Military Works - (GDMW KSA) for linking all the regions location with the HQ in Riyadh.
Ensuring of network connectivity between location and HQ.
Checking the cabling and labeling in all the location building.
Preparing the server by installing windows 2012 R2 and joining it to GDMW domain.
Backing up any end-user data in order to transfer it to the server.
Installing and configuring all the workstations that will join the GDMW domain.
Installing and configuring printers, scanner, and networks printer.
Supporting end-user for first login and configuring email account for them and any needed software.
Building and maintaining knowledge of our clients business systems.
Ensuring projects are completed to specification within set timescales and budgets
Working with system stakeholders and end users.
Responsible to perform on-site analysis, diagnosis, and resolution of complex infrastructure and workstation related issues.
Responsible to recommend and implement permanent solutions for infrastructure and workstation related issues.
Responsible for maintaining desktop/laptop computers images and collaborating with Infrastructure teams.
Responsible for keeping workstation based software, and support tools updated to meet company policies and standards.
Responsible to install, configure, test, maintain, monitor, and troubleshoot end-user environment to meet required desktop service levels.
To provide initial diagnostic and user application support for all employees.
To ensure that all calls are raised and managed effectively and resolved efficiently within the service standards specified.
Liaise with upper support to ensure escalated user issues are fully rectified.
To provide 1st line technical support; answering support queries via phone and email.
To support users remotely.
To maintain a high degree of customer service for all support queries and adhere to all service management principles.
To take ownership of user problems and be pro-active when dealing with user issues.
To log all calls through the IT Helpdesk system.
Respond to enquiries from employees and help them resolve any hardware or software problems.
Maintain a log of any software or hardware problems detected.
Support users in the use of computer equipment by providing necessary training and advice.
Trouble shoots software and hardware failures and identifies network problems when related to personal desktop computers.
To escalate more complex calls to the relevant Engineer.
To perform documentation of all complains and Software/hardware related issues and to be updated from time to time.
Working as a backup support and 2nd line support for the business Solution Team.
Plan, and manage functions concerned to Contact Center (application and days off & shifts, Annual Leave, ) in order to reach the KPA required according to the available resources
Generate daily statistics reports.
Communicate and coordinate with other departments (HR- IS - Training unit for training session, ).
Report to the Contact Center Manager any alarming complaints.
Provide support to the other CR departments requested by line manager.
Coordinate all Technical projects applied for the call center with the IT-teams
Electronics and Communication Engineer