سارا الحمري

The Team Leader is responsible for overall planning, organising, and execution of all IT servicedesk functions for
the ILEI Colleges. This includes directing all IT Servicedesk operations to meet staff and students requirements as
well leading the Servicedesk team across multiple sites.
▪ Fully understand the ILEI contractual requirements and liaise with IT staff to ensure the system caters
to all IT operational needs.
▪ Provide day-to-day supervision, conduct performance appraisals, and delegate work assignments for all
IT Support personnel.
▪ Hold departmental meetings to review operational goals and initiatives, promote team building and
work to provide growth paths for staff.
▪ Work with the College Leadership team and other stakeholders to assess and respond to IT needs.
▪ Attend meetings and keep stakeholders regularly updated through reports advising of any new or
changed information.
▪ Follow up from initial incident logging, providing updates to users right through to resolution.
▪ Ensure all calls are logged in the Service Desk logging system and take overall responsibility for incident
management and request fulfilment on the Service Desk system.
▪ Communicate to users in English, using terms that are clearly understood by the users and consistent
with those used by ILEI.
▪ Ensure knowledge management systems, documentation, date and Servicedesk usage statistics are
kept up to update.
▪ Identify potential users’ training requirements and provide training and user manuals.
▪ Assist the team in the technical work as and when required.
▪ Provide 1st & 2nd line Incident escalation to the 3rd line team and Head of IT as appropriate.
▪ Deputise for Head of IT as and when required.

Job Description Senior IT support engineers:
The Senior IT support engineers works on interlocutors :
• Comprehensive technical support (staff, departments and branches)
• Training and development (volunteers - staff - OJT )

1- Ensures proper functioning of the organization's information systems and makes upgrades services as necessary.
2- responsible for advanced technical support - troubleshooting issues & test new programs and systems before provision for staff in all sites & Preparing reports on recurring problems
3- Training new employees of the information technology department in accordance with organizational policies and goals (Provide an integrated report to the supervisor of permissions for new employees as required) provides training to lower-level engineers and technicians on a regular basis and in many forms .
4- Keeps computer equipment, hardware, and software updated to meet organizational needs.(Helps business operations groups utilize information systems to improve their efficiency)
5- Practical supervision in coordination with the Team leader with little authority for personnel actions
6- Working team member that may validate or coordinate the work of others on a support team.
7- Follows appropriate programming procedures & Suggest improvements to process (is a knowledge resource for other team members)
8- Coordinate the training workshop for staff and members of the team(Required from the team leader and the department manager
9- Develop security ideas in the work environment.
10- Providing equipment, maintenance and follow-up of orders to all branches Work to provide the appropriate equipment for each working environment and branch with the appropriate and policies
11- Work with customers via telephone, remote support sessions, and customer site visits.
12- logged and tracked issues to their completion
13- present the company in a positive light at all times.
14- Preparing documents presentation solutions to complex issues to the group.
15- Analyze and consult on implementation and troubleshooting of technology products.
16- Training and arranging with the team leader and the system administrator for all tests in the branches
17- Installing and configuring appropriate software and functions according to specifications
18- Diagnose and troubleshoot technical issues, including account setup and network configuration
19- Track computer system issues through to resolution, within agreed time limits
20- Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
21- Provide prompt and accurate feedback to customers
22- Refer to internal database or external resources to provide accurate tech solutions
23- Prioritize and manage several open issues at one time
24- Follow up with clients to ensure their IT systems are fully functional after troubleshooting
25- Provide Document technical knowledge in the form of notes and manuals -Bulletins
26- Maintain jovial relationships with clients
27- Supervising and coordinating the work of training students from inside and outside through an integrated work plan
28- Provide support to the department team with the trainees
29- Supervision and selection trainee projects to support the team with OJT
30- Knowledge of the needs of new branches and projects in coordination with network damin and team leader And presented to the Head of department
31- Coordination of training and development needs With the department manager
32- follow-up of contracts service companies for all sites
33- Follow up the provision of licenses to assist in the provision of the services of the Section

The IT Support Engineer delivers a range of services including desk based and onsite technical support at both 1st and 2nd line levels. The Support Engineer will also provide administration, maintenance and support for all areas of the college IT - systems, servers, telecommunications, end points and the network. The Support Engineer will have the responsibility to ensure that all IT systems are implemented and maintained to a consistently high standard within the colleges.
 1st and 2nd Line incident handling via servicedesk mailbox.
 Follow up from initial incident logging, providing updates to users right through to resolution
 Adhere to Servicedesk SLAs and escalation policies
 Installation, administration and maintenance of college IT servers, networks, telecoms and information systems
 Installation of computers, laptops, printers, projectors and other college IT resources across the colleges
 Provide work bench repairs for laptops, desktops and printers
 Imaging of new/used equipment for re-circulation
 Administration and maintenance of user accounts for various IT systems
 Incident escalation to the IT Manager
 Learn and understand complex bespoke internal systems in order to provide support for these
 Provide guidance and support to our staff for utilization of college systems
 Documentation of incidents and manuals.
 Assisting with roll outs across network for upgrades and enhancements
 Work closely with IT Manager to ensure system stability, robustness and maximum uptime of all IT systems at colleges
 Research and develop new technology for continual improvement to business systems
 At all times, provide professional and prompt service to our internal staff and students

1- Establishes network specifications by conferring with users; analyzing workflow, access, information, and security requirements; designing router administration, including interface configuration and routing protocols.

2- Establishes network by evaluating network performance issues including availability, utilization, throughput, goodput, and latency; planning and executing the selection, installation, configuration, and testing of equipment; defining network policies and procedures; establishing connections and firewalls.

3- Maintains network performance by performing network monitoring and analysis, and performance tuning; troubleshooting network problems;

4- Secures network by developing network access, monitoring, control, and evaluation; maintaining documentation.

5- Prepares users by designing and conducting training programs; providing references and support.
Upgrades network; developing, testing, evaluating, and installing enhancements.

6- Meets financial requirements by submitting information for budgets; monitoring expenses.

7- Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.

8- Protects organization's value by keeping information confidential.

9- Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments