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Supervisor, IT Infrastructure

2 months ago

Riyadh, Saudi Arabia SAFE Full time

Supervisor, IT Infrastructure

**Role Summary**:
The IT Infrastructure (Support) Supervisor is responsible for overseeing a team of IT support technicians who provide technical support to end-users. Also, to ensure that all IT issues are resolved in a timely and efficient manner and develop/implement IT policies and procedures to improve overall system performance.

**Main Responsibilities**:

- Develops and implements procedures to maintain high-quality, efficient operations for the technical support staff.
- Identifies opportunities to improve service procedures and makes appropriate recommendations.
- Reviews daily service status reports to ensure timely service and follow-up; analyses technical problems and determines corrective actions.
- Trains and educates the technical support staff on products and processes.
- Acts as the technical support team's first line of support for technical and process issues.
- Works on advanced training, deployments, installations, and process systems projects.
- Diagnose and resolve technical issues related to hardware, software, and networks.
- Install, configure, and maintain hardware, software, and operating systems.
- Maintain and troubleshoot network infrastructure, including switches, routers, firewalls, and wireless access points.
- Monitor system performance and provide proactive maintenance.
- Track and maintain inventory of corporate hardware and peripherals.
- Ensure that client SLAs are met on a daily and monthly basis.
- Project management experience.
- Business-level fluency in English is required.

**Required Qualifications**:

- Minimum bachelor's degree in Information Technology or Information Systems.
- CCNA, A+, ITIL
- +5 years of experience.

**Core Competency**:
**Dependability**:

- Self-driven and takes action proactively.
- Pursues goals with persistence and stamina, works on tasks thoroughly, ensuring accuracy and meeting standards.
- Maintains high levels of quality and effectiveness of work outputs and achieves outstanding results.

**Collaboration**:

- Collaborates constructively with people at all levels across the organization.
- Helps colleagues, always be available to the team, and delivers on team commitments.
- Trusts the guidance and direction of colleagues and senior members of the team.

**Analytical Thinking**:

- Examines, evaluates, and analyses different types of information objectively.
- Spots trends and patterns, establishes key facts clearly and interprets numerical data effectively.
- Provides insights and identifies ways to improve things. Trusts intuition about which methods will work best.

**Effective Communication**:

- Listens attentively and seeks to understand before being understood.
- Explains things clearly and articulates and presents information effectively and confidently.
- Challenges ideas effectively and presents persuasive arguments by presenting a strong case.

**Functional** **Competency**:
**Trouble Shooting/Technical Support**

Resolves IT issues by diagnosing problems, determining possible resolutions, and implementing effective solutions in a timely manner. This includes supporting end users with SAFE technology solutions (Guard management system, building management system, etc.)..

**Project Management**

Demonstrates the discipline of planning, organizing, and managing resources and activities to achieve specified outcomes within a clearly defined timeframe and according to standards.

**ITIL**

Implementation and support of processes and practices for managing IT infrastructure, development, and operations using the concepts and techniques of the Information Technology Infrastructure Library

**IT Service Management**

Development, implementation, and management of business-aligned IT services. Service Level Management.

Job ID 300000203529787

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