Senior IT Support Engineer (Outsourced) | Abu Dhabi, UAE

Senior IT Support Engineer (Outsourced)

Company: ADIB - Abu Dhabi Islamic Bank
Location: Abu Dhabi, United Arab Emirates

Role Purpose:
To provide advanced IT support functions for all IT requirements at ADIB Group (locally and remotely) using available tools and applications.

Key Accountabilities of the Role

• End User Support (70%)
• Act as advanced support of IT related service requests, issues, and problems from in-house software to hardware, such as PCs, Laptops, Printers, IP Phones.
• Answer and respond to all calls from internal staff via telephone, email regarding IT service requests, issues, and queries within agreed time scales.
• Provide immediate customer assistance for emergency and urgent incidents/requests as per defined SLA.
• Create temporary "work-around" for immediate customer issues where appropriate.
• Track computer system issues and other IT issues through to a resolution, within agreed time scales.
• Find fixes for issues with root cause analysis and escalate unresolved ones to other technical teams: Infrastructure, Application, or Security Support teams and work with them for permanent resolution.
• Escalate Incidents to team leaders, application/system owner & IT Management.
• Analyze Service Desk Calls & incidents for resolution of repeated incidents and required knowledge share for repeated inquiries.
• Attend and respond to user Interaction and queue tickets on IT Service Manager, in addition to assignment/re-assignment of IT tickets to other IT teams in a timely manner and as per defined SLA.
• Take ownership of user service requests/issues and follow up their status on behalf of the user and communicate progress in a timely manner.
• Review of team closed IT tickets and follow-up on aged/pending ones when needed.
• Use incident management process to manage and resolve incidents.
• Find solutions from previous cases using the Knowledge Base.
• Report and document all repeated incidents and raise problems when needed on IT SM and follow up with the responsible IT teams to find the root cause and resolution to prevent repeated incidents recurrence.
• Log handled Service Desk calls on the IT Service Manager system (SM).
• Transfer handled Service Desk calls to Customer Satisfaction survey.
• Maintain a high degree of Customer Service for all support queries and adhere to all Service Level Management principles.
• Collect/review users' feedback on different services when needed.
• Introduce proactive preventive actions to enhance service availability & Customer Satisfaction.
• Provide coaching, mentoring, training, knowledge transfer and skill enhancement to staff.
• Manage and organize routine tasks distribution and assignments on team when needed.
• Monitor Service Desk Calls Quality when assigned; to direct engineers and coach them to enhance service level.
• Monitor Service Desk Engineers availability on IPCC when needed.
• Support IT/Business activities/on Call support after business hours and during holidays when assigned.
• Understand and review all IT related documentation and provide feedback on ways to improve L1 Support team Processes.
• Produce/maintain work related reports/sheets, presentations, trackers, lists when needed.
• Review job applications and select the shortlisted candidates that are best suited for the position based on predetermined criteria.
• Produce/Maintain User Guides and manuals when needed.
• Act as a backup for team members on different tasks as needed.
• Support with other Technical Support tasks when needed.
• Perform other tasks as assigned.

Projects / Major Tasks (10%)
To get involved in activities and tasks required to execute Strategic projects related to IT Support.

Documentation / Process Ownership (10%)
The incumbent is responsible to take ownership, maintain & update documented processes or documentation related to his job function. In the event where processes or documentation are shared, the incumbent shall be responsible to inform the owner of any document about required changes or improvements.

Information Security (10%)

• Maintain information security related to ADIB, throughout the period of employment.
• As soon as possible report any potential or actual risks or incidents affecting the security of information to the helpdesk.

Specialist Skills / Technical Knowledge Required for this Role:

• Excellent Customer Service skills
• Excellent Communication Techniques
• Advanced Technical Analysis skills
• Advanced Troubleshooting skills
• Advanced Problem-Solving skills
• Excellent Decision-Making skills

Previous Experience:

• 6 years of experience performing similar activities of which 3 years have preferably been in Banking or Financial Sector.
• Bachelor degree in IT relevant degree.
• Bilingual English & Arabic.
• Willing to work in night rotational shifts and to be on a call rota for out of hour's Business/IT activities and urgent support.