IT Network Operation Engineer- KSA

Basic Accountabilities:

• Manage Manage Engine/JIRA systems ( TT – Reports ).

• Act as the first point of contact for all IT & technical queries for quick & efficient handling of IT incidents & service requests.

• Support the client's environment such as Desktops, Laptops, and its related applications and hardware.

• Responsible for diagnosing & resolving hardware, software and the end-users problems.

• Involve in the rollout of software updates and patches.

• Investigate specialist and complex IT support issues.

• Communicate with third party technical specialists.

• Maintain a wide range of computer hardware and software programs.

• Configuration and testing of any new hardware and software.

• Travel to client sites to help with installs, deployment, and troubleshooting.

• Deploy new hardware and software

• Responsible for monitoring all alarms

• Responsible for monitoring of activities related to scope services

• Knowledge of ITIL process.

• Assist in ITIL processes execution.

• Identify incidents of criticality issues and contacting the infrastructure owner and escalating accordingly.

• Background of monitoring tools (Op Manager, SCOM and PRTG).

• Monitor the status & progress toward resolution of all open incidents.

• Follow the escalation matrix for open incidents.

• Ensure the assets inventory is always updated.

• Assist in other activities assigned by the team.

• Assist Systems and Network team with troubleshooting and L1 incident resolution.