Sunday, 1 September 2013

Desktop Administrator Universal Recruitment - Abu Dhabi, UAE

Job Description

1. Responsible for managing and maintaining the company's IT front-end infrastructure by managing service delivery.
2. The tasks involve maintaining, improving, securing, configuring and ensuring validity of users’ workstations, laptops and applications configurations with a focus of reliability and recoverability to assist in maintaining the SLAs with regards to IT services.
3. Assist IT section in providing advanced IT services to end users with approved company's applications and ensure change and service management are maintained to highest standards at all times.
4. Provide solutions for solving end-user technical issues in a timely and effective manner while manages IT Support office documentation and inventory lists.

Qualifications& Skills
• University graduate in information technology, Computer Science, Computer Engineering, or equivalent.
• Minimum of 4 to 5 years’ experience in technical support.
• Language (Bothe English & Arabic mandatory).
• ITIL Foundation v2 or v3 is highly desired.
• MCSE, MCITP, A+, Security+ are highly desired.
• Minimum understanding of ITIL principles and service delivery management.
• In-depth working knowledge of front-end applications based primarily on Microsoft architectures (MS-Windows 7\8, Microsoft Office Suite, Roaming Profiles, Drive Mappings, etc).
• Some understanding and experience in IT security principles, practices, standards, methodologies and tools
• Good communication and language skills in written & spoken English (Spoken Arabic is an advantage) with ability to transfer knowledge efficiently to end-users whenever necessary.
• Shall have a pleasant personality, etiquette and excellent phone, communication and interaction skills.
• Sound understanding and experience in IT security principles, practices, standards, methodologies and tools. This skill is to be developed further with assistance from the company's IT Security team.


Work Performed
• Maintenance and configuration: Installs, assembles, deploys, upgrades, and configures computers, monitors, network infrastructure and peripherals such as printers, scanners and related hardware; directs the rewiring of cables as required for new installations and office reconfiguration.
• Participates in the implementation of information and advanced technology projects, including scope of work, Bid documents, bid evaluation, testing and commissioning.
• Installs, maintains, configures and upgrades operating systems, database connections and software, using standard business and administrative packages; may modify specific applications for use in operational departments.
• End-User Support: Serves as a principal source of information on equipment problems. The company utilized an ITIL based tool to achieve the same with problem, incident management features and knowledge base database. Escalation mechanism to provide for means of solving more complex issues. Visits user on site and tries to identify the complicated problems by checking the system, performance, software, hardware and applications.
• In charge of new employees 30 minutes IT familiarization. May also organize short training /demonstrations for the company's staff on new systems or technical information notices as necessary.
• To train and develop the assigned UAE National Developees.
• Services provisioning as per existing service catalogue including user accounts and mailboxes.
• Ensuring that configuration management of front-end IT infrastructure is maintained to highest levels (ITIL / ISO 27001 - security). Monitoring and enforcing device and systems password management and access policies.
• Troubleshoots problems with computer systems, including troubleshooting hardware and software, e-mail, IP phones, database connections, network and peripheral equipment problems; makes repairs and corrections where required.
• Ensures, follows up and coordinates arrangements for equipment to be repaired as necessary after ensuring warranty status \ maintenance agreements status.
• Infrastructure Monitoring: Monitors IT services using appropriate tools to ensure all services operate as required and to detect faults at an early stage. Centralized management tools for infrastructure monitoring include corporate antivirus console, server services management consoles, backup software console. Day-to-day monitoring of general system performance, fault incidence, trends, logging etc .. Escalate issues and provide recommendations as necessary.
• Periodically ensures that security measures are in place, end-user machines are installed with security updates, anti-virus files are updated, best practices promoted for end- users to reduce risks.
• Office and asset management : Inventory Management - Maintains inventory of computer equipment and peripherals (including monitors, cell phones, printers, external drives, scanners etc..), and software with license information using inventory management tools in addition to maintaining a hardcopy folder. Detailed equipment list for HW\SW must be available at all times.
• Documentation: Maintains appropriate systems and applications documentation, manuals and logs as required. Printer configuration lists to be maintained up to date.
• Other Tasks : Any additional task and duties as assigned by the company's Management

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