TEB Senior Support Engineer

1 week ago

Riyadh, Ar Riyāḑ, Saudi Arabia Serco Full time

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Posting Start Date: 5 Sep 2024

Location: NEOM, SA

Contract Type: Full Time

Senior IT Support Engineer (Saudi National)
Make a difference every day

We are a multinational organisation with a global team of 50,000 colleagues. In the Middle East we operate in the Transport, Defence & Advisory sectors, delivering services in Asset Management, Customer Experience, Fire & Rescue and Air Navigation Services. We are innovators, committed to redesigning and improving public services to fulfil our purpose to impact a better future by "Bringing National Visions to Life".

Your Opportunity

We are looking for a Senior IT Support Engineer who will handle 2nd and 3rd line support tasks for IT Service Delivery, using remote access tools and field support. Responsibilities include service and project delivery, incident response, request fulfillment, and technology enablement for end-user technology systems. The role requires regular travel within a defined geographic area and effective use of communication technologies to stay connected with team members and customers.

The ideal candidate should have the ability to multi-task and manage various tasks, and good communication skills. Excellent organisation, time management, and prioritizing skills are essential.

This role is part of the Technology Enabled Business team and will be based in the West Coast of Saudi Arabia.

Key Accountabilities:

  • Respond to requests for work from the Serco Middle East TEB Service Desk, Infrastructure team, Enterprise Architecture team, Project Management team and Senior Management Team.
  • Attend to Field Services related Incidents, Problems, Service Requests, Change Requests and Projects tasks for allocated contracts.
  • Provide resolution for End User Technology issues, from the point the call/ticket is assigned until the system has been returned to service and proven to be operational (within defined Service Level Agreements). This may involve diagnosis, fault finding, repair, and re-commissioning tasks of hardware, operating system, standard and non-standard applications.
  • Undertake scheduled routine and ad-hoc maintenance and embody system upgrades, security upgrades and changes to the deployed systems where necessary.
  • Provide accurate and comprehensive documentation for all Incidents, Problems, Service Requests, Change Requests and Projects tasks inclusive of the investigation, fault resolution, time taken, work done, asset update and any follow up work that may be necessary.
  • Responsible for the effective escalation in cases where the Incident resolution, Request Fulfilment, Change implementation, Project work progress is being hindered/stalled in any way.
  • Responsible for ensuring all End User Assets within allocated contracts are maintained for protection against information security breaches.
  • Communicate/escalate all high priority incidents ensuring that the communication process is adhered to.
  • Ensure that service availability and performance meet published Service Level Agreements.
  • Liaise with other members of the TEB team, Serco Group My Technology, Serco ME Support functions, and the customer to ensure effective customer focused resolution of incidents and service requests.
  • Proactively highlight improvements and ensure these are captured and progressed.
  • Carry out quality self-assessments of all Incidents, Service Requests, Change, Project and Security tasks to provide feedback on areas for improvement.
  • Identify trends in incidents to ensure effective problem management enabling reduction in call volumes, including identifying changes to the support philosophy that would benefit key stakeholders by improving level of service and reducing the cost of delivery.
  • Ensure all agreed operational policy and procedures are adhered to.
  • Accurately record and submit (within a timely manner) all routine documentation including visit reports, timesheets and other related administration.
  • Where necessary, provide on-call or on-site support outside of normal business hours and accurately document work done, and time spent.

Specific Requirements:

  • Bachelor's degree in Information Technology / Computer Engineering / Computer Science or equivalent.
  • Microsoft 365 Certified Modern Desktop Administrator Associate is preferred.
  • Minimum of 3 to 4 years of experience as a Senior Desktop Support Engineer role or in an IT Support role (Middle East experience preferable).
  • Experience in supporting IT Services as per ITIL Service Management Standards.
  • Extensive experience in handling incidents related to Windows Operating Systems and Microsoft Office application suite.
  • Extensive experience in troubleshooting Antimalware incidents.
  • Experience in troubleshooting network (LAN, WAN and WLAN) incidents and liaising with Internet Service Providers (ISPs) for network incidents resolution.
  • Experience in usage of Service Management Tool such as ServiceDesk plus, Service Now or equivalent for logging, documenting and closing incidents and service requests.
  • Experience within a Multinational company.

What's in it for you?

  • At Serco, our core values drive everything we do, and we believe in fairly compensating our colleagues for the value they bring to our organization. We are proud to offer a total reward package at Serco which includes:
  • Competitive monthly pay and allowances that are commensurate with the role and industry standards.
  • Comprehensive medical insurance coverage and life insurance, so our employees can feel secure in their health and financial wellbeing.
  • We recognize the importance of work-life balance, which is why we offer competitive leave benefits that exceed industry standards.
  • We offer an annual airfare allowance to support our expat colleagues to stay in touch and visit their loved ones.
  • We pride ourselves on providing a supportive work environment where we foster a positive Safety-First culture.
  • We care deeply about our colleagues' wellbeing and offer access to wellbeing programs and platforms to support their physical, mental, and emotional health.
  • As a global organization, we offer a vast array of career paths for our employees to choose from. The scale and breadth of our organization provides our colleagues with opportunities for growth and variety in their career path, both regionally and globally.

Join Us

At Serco, we believe there is a place here for everyone. A place where you can bring your authentic self to work every day. Our workplace culture is one that embraces diversity and fosters equity, respect, and belonging for every individual. We are committed to equal employment opportunities and creating an inclusive environment that proudly celebrates the perspectives and backgrounds that each of our employees bring to work every day.

Join Serco and be part of a values-driven organization that invests in the development and well-being of its employees and offers a rewarding and fulfilling career.

Serco is committed to Equal Employment Opportunities and is committed to ensuring the safety of all of its employees through its Zero Harm initiative. Please visit www.serco.com/careers for more information.

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