IT Service Desk Engineer
3 months ago
IT Service Desk Engineer
The job role is responsible for supporting the employees with all IT-related technical support issues to determine the nature of the problem, diagnose hardware or software issues, provide effective assistance, and maintain strong customer relationships.
He/she must be knowledgeable in a broad, constantly evolving assortment of Information Technology, policies, and procedures, & must possess the maturity & reliability to provide user support accurately & consistently.
**Responsibilities**
- Maintain services by measuring and monitoring availability, latency, and overall system health. Troubleshoot issues and analyse system performance.
- Respond to alarms/alerts promptly to service issues and requests
- Ensure a high level of service availability and possess the ability to diagnose server or network alerts, events, and issues
- Communicate and liaise with all product teams; notify appropriate parties immediately of any issues that may affect efficient operations
- Ensuring required reactive and proactive activities are undertaken to ensure the SRE team is contributing to the successful meeting of SLAs in relation to service availability.
- Read technical manuals, confer with users, and conduct computer diagnostics to investigate and resolve problems and provide technical assistance and support.
- Desire to learn and develop all necessary technical skills.
- Confer with staff, users, and management to establish requirements for new systems or modifications.
- Develop training materials and procedures, and/or train users in properly using hardware and software.
- Responding to user requests and provide L1 support
**Qualifications**
**Preferred Qualifications**
A tertiary-level qualification from an internationally recognized institution
**Years & Nature of Experience**
- Would have 3 to 5 years of equivalent experience where required competencies and experience have been demonstrated
- An experienced professional who can deliver on difficult technical tasks
- Has project implementation experience
- Is self-sufficient at work and could be given small project responsibility
- Has provided technical supervision to junior staff in the past
**Technical**
- Customer Service Management
- Data Mining & Modelling
- Help Desk Support
- Troubleshooting
**Behavioural**
- Communication
- Flexible
- Learning Agility
- Analytical Skills
**About Us**
D360 Bank is a shariah-compliant digital bank that aims to provide the best financial experience in the Kingdom. Our Vision: To reinvent finance through innovation & technology making it convenient, accessible & fair to all.
**About the Team**
Job ID 300000051984281
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