IT Services Specialist

IT Services Specialist will manage day-to-day IT activities, local area network, Audio Video Meeting room solution and planning / managing web conferences for Dubai HQ executives. The role involves coordinating with managed services vendors and local service providers. Expertise in commonly used end user software, hardware, MS O365, basic network and server support knowledge is essential. Coordinates and prioritizes the support work, ensuring alignment between all IT service areas (Global and Sector) for a proper resolution on any critical and non-critical incident reported by the user’s community.

Responsibilities

Infrastructure Management:

• Troubleshoot and manage local network issues, wireless access points and guest networks with support from services providers.
• Image laptops and refresh hardware.
• Perform server maintenance with the managed services vendor.
• Plan and execute network devices, end user devices, Audio Video meeting room solution devices Technology Lifecycle Management (TLM).
• Ensure Up Time for all Audio Video meeting rooms.
• Ensure support for Zoom / Teams meetings conducted from the meeting rooms.
• Ensure proactive testing and monitoring of Video Infrastructure for day-to-day smooth operation.
• Ensure Webcast / Webinar support for Townhall and VIP meetings broadcasted from HQ location.
• Coordinate with Vendor and managed services for Warranty replacements / RMA.

Stakeholder Engagement:

• Coordinate with vendors for hardware support.
• Train users on new technologies.
• Manage special projects.
• Provide technical support for external meetings and events.
• Assist IT Lead with vendor coordination for budgeting and contract renewals.
• Execute action items for Service Level and Operation Metrics and KPI scorecards for service delivery identified during Monthly reviews.
• Ensure to train new joiners on the meeting room usage.

Asset Management:

• Work closely with the Assets Management and extended teams to perform analysis of our inventory and ensure we are utilizing our inventory effectively, purchasing the right equipment, maintaining solid inventory data and reducing license footprint.

IT Controls / Audits Management:

• Role is responsible for ensuring compliance with the IT controls; leads testing, reporting, and monitoring of controls; proactively develops and implements plans for remediation where needed. Role partners and supports audit teams when required.

Qualifications

Education & Years of Experience:

• 5+ years of experience working on managing day-to-day IT operational incidents requests from the business.
• 5+ years’ experience in IT service management, process improvement, project management, and/or program development.

Technical Skills:

• Should be expert in workplace management software, Office365 tools – OneDrive, SharePoint, Outlook, Windows 10 / 11 and MacOS.
• Should have good understanding of Active Directory, SCCM, In-tune.
• Should have good understanding of Audio / Video Meeting room, Web conferencing solutions.
• Solid hands-on/technical knowledge of core technologies including but not limited to AD, O365, WAN / LAN / Wi-Fi, Core Networking, Video Conferencing fundamentals and printing.
• Must have some level of technical knowledge, important to know where to access that information, understand the business and be able to identify the subject matter experts in each area of the business and the IT department.
• ITIL foundation certified with at least one intermediate certification.
• Extensive background in measurement of IT, services, deliverables, and inputs.
• Thorough understanding of ITIL / ITSM processes with deep knowledge of the various ITSM stages including but not limited to Incident management, Problem management, Change management, Configuration management, Knowledge management, Availability management, Continuous improvement, Service reporting and KPIs to improve incident resolution and customer service standards.

Non-Technical Skills:

• Strong communication and interpersonal skills.
• Stakeholder and vendor management.
• Strong Problem Management Skills. Ability to be able to step back, look at a problem logically, apply intuition and know who must be engaged to resolve the issue.
• Understand the basics of the technical aspects of problems to serve as the translator between the business and IT.
• Ability to work and team effectively with internal and external extended groups and management teams.