IT Administrator

The role is responsible for installing, configuring, maintaining hardware and software, and ensuring all systems are up-to-date and operating smoothly. This includes responding to hardware problems, managing and troubleshooting the technology systems that a business uses ensuring all IT services and systems run smoothly.

Key Responsibilities:

Business Performance - Maintain IT infrastructure

• Installation, configuration, maintenance, and troubleshooting of end user workstation hardware, software, and peripheral devices in line with Albatha IT policy.
• Administer users' system access including AD account creation, its maintenance, and access control.
• Coordinate with respective operating company/division to initiate ex-employee O365 mailbox deletion.
• Responsible for SharePoint DMS - creation of folder, its allocation to business users, and coordination with data owners for user's access review.
• Keep track of antivirus application portal to monitor alerts and take corrective action to clear endpoint alerts.
• Manage, monitor, and removal of retired endpoints from the antivirus portal.
• Responsible for ensuring all endpoints are installed with antivirus application and are up to date.
• Responsible for encryption of hard disk of all endpoints issued to business.
• Responsible for managing and maintaining the assets inventory using the corporate asset management tool.
• Responsible for reconciliation of fixed asset register and tagging of asset id to all IT assets issued to business users.
• Works with HR team on IT aspects of employee onboarding/offboarding process.
• Responsible for ensuring IT security policies and procedures are in alignment with the ABH IT policies.
• Responsible for maintaining and administering the data center operations.

IT Helpdesk Operations

• Provides day-to-day technical support to business users to ensure efficiency and effectiveness of service delivery.
• Ensure all support requests are addressed using the IT helpdesk management tool.
• Prioritize IT-related problems as they come into the IT Help Desk and escalate when necessary.
• Provide support on the technical/functional issues reported by the business users of the application platforms.
• Collaborate with team members to improve customer satisfaction in delivering technical assistance.
• Escalate technical issues to support problem resolution.
• Configuration of IP phones, its allocation to business users, and keep a track of the inventory.
• Assist in resolving customer/business users complaints or concerns in a professional manner.
• Monitor, record, and update IT service requests using the IT help desk system.
• Ensure the IT support request is addressed within the acceptable timelines.

Relationship - IT Service providers

• Coordinate with application/hardware vendors for the corrective action to restore the normal function of systems.
• Respond promptly in the event of an outage of IT services and proactively respond/coordinate with vendor to mitigate and restore the services with minimum downtime.
• Ensure timely completion of preventive maintenance of IT infrastructure in coordination with service providers as per the agreed service level agreement.
• Coordinate with IT vendors to obtain quotes for IT asset procurement.

Qualification & Experience:

• Bachelor's degree in computer engineering or information technology or similar discipline from a recognized university with 4+ years of experience.
• Having sound knowledge and ability to diagnose and resolve technical issues efficiently.
• Industry certification like Microsoft, Cisco.
• Sound knowledge of systems, hardware, networks, and their protocols.
• Good communication skills to interact with users and able to convince the business users.
• Strong analytical and problem-solving skills.
• Minimum 3+ years of relevant experience in providing technical support to business users.
• Minimum 2+ years of relevant experience in managing, configuring, and troubleshooting of Cisco, Aruba, and other multi-vendor network/Wi-Fi infrastructure.
• Experience in Avaya IP telephony systems is an added advantage.
• High level of integrity and interpersonal skills.