Executive Secretary

2 weeks ago


Al Khobar, Saudi Arabia Eastern Bell Trading co. Full time

KeyResponsibilities andAccountabilities


Toprovide1stline of technical support, by monitoring the IT Infrastructureenvironment via our monitoringtools.

TheIT Infrastructure includes Network devices, Physical and virtualservers, storage, WANcircuits.

Toproactively respond to incidents based on Alerts and EventCorrelation.

Alertacknowledgement and SOP basedtroubleshooting.

Resolve a highpercentage of incidents at first point using SOP basedtroubleshooting.

Raiseincidents/tickets to escalate problems to second level supportareas asappropriate.

Coordinate withVendors and Service providers in case ofoutages.

Work closelywith help desk peers in verifying issues andoutages.

InventoryManagement for All Infrastructure Devices including Servers,Switches/ Routers/ etc. for sites, HQ andDC

Follow definedstaffingschedule.

Ensure all theKPI s are met through following standard processes andprocedures.


Principalcontacts

Internal Teammembers

ExternalSuppliers /Vendors

Staffmanaged

ITSupportTeam

Education&experience

AnyGraduation Degree orequivalent

Experiencein a range of 2-3Years

CCNA+MCSECertifications is amust.

Experiencein providing NOC services and1stlevel ITSupport

Competencies

Technical/ FunctionalCompetencies

Technicalknowledge of Cisco Devices such as routers, switches, interfaces,WAN LANWIFI

Technicalknowledge of Compute systems such as Servers, VMsStorage

ITProcessImprovement

BehavioralCompetencies

ExcellentCommunication

Timemanagement

Resultorientation


MainKPIs

90%of tickets to be closed within 24 hours & rest 10% within 3days





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