IT Support Engineer

Help AG is looking for a talented and experienced IT Support Engineer who will be responsible for helping to maintain Help AG's infrastructure and continuity of business operations for Help AG's employees. This team member is a key player in ensuring the smooth running of Help AG's IT endpoints and supporting its employees with their devices. This role implies a growth element into supporting and maintaining the Help AG core IT infrastructures, including operational checks, validations and where necessary remediations of any identified issues. The IT Support Engineer is additionally responsible for supporting and delivering project related tasks for Help AG's customers where applicable.

Responsibilities:

1. Support Help AG end users and solve tickets / reported issues.
2. Prepare new equipment, including asset tagging, assignment and tracking.
3. Creation of new users, assigning of ACLs and user on / offboarding.
4. Monitor hardware and software stock levels and place order requests.
5. Maintain endpoint security, software updates and patching.
6. Monthly endpoint health check reports.
7. Verify correct security features and licensing are enabled for Help AG employees.
8. Respond to on-site incidents and activities in Help AG's offices.
9. Monitor and maintain configuration backups of infrastructure components.
10. Respond to SOC alerts and reported incidents with remedial action where necessary.
11. Monthly infrastructure health check reports.
12. Maintain, update and review Help AG's asset register.
13. Perform monthly AD reviews and system access reviews.
14. Prepare and configure hardware for customer installations / projects.
15. Liaise with internal & external teams for the design and planning of infrastructure environments.
16. Prepare, monitor, and maintain Help AG hardware used for the delivery of MSS services.
17. Provide on and offsite technical support for customer projects and MSS installations.
18. Monitor and maintain the KSA corporate and MSS infrastructure environment.
19. Suggest security and cost saving initiatives across both corporate and MSS infrastructures.
20. Upgrade software on security devices / network equipment.
21. Reporting of tasks and project status to project managers, line manager and other concerned parties.

Qualification & Skills:

1. Qualifications: Bachelor's degree in Computer Science, Information Systems, Electrical Engineering or a closely related degree.
2. 1+ years of experience working within IT support and solving user reported IT requests.
3. Understanding of Microsoft Active Directory and Domains.
4. Working knowledge of Office365, Exchange Online and Azure AD.
5. Experience in maintaining endpoint OSs and troubleshooting software / hardware issues.
6. Good understanding of networking, TCP/IP, DHCP, DNS etc.
7. Understanding of information security concepts and related technologies.
8. Microsoft certification and other infrastructure technology certifications.
9. Proper and structured documentation and diagramming.
10. Excellent organizational skills in enterprise support and ITIL Process.
11. Understanding of information security concepts and related technology including troubleshooting.
12. Ability to identify new work areas and to self-govern goals and tasks.
13. Ability to identify problems, collect and analyse data, establish facts and draw conclusions.
14. Ability to apply a risk-based approach to planning, executing and reporting on engagements.
15. Use judgement and ingenuity to maintain objective and technical standards.

Benefits:

1. Health insurance with one of the leading global providers for medical insurance.
2. Career progression and growth through challenging projects and work.
3. Employee engagement activities throughout the year.
4. Exposure to multiple client environments/architectures and multi-vendor security controls and technologies.
5. Tailored training & development program.

About Us:

Help AG is the cybersecurity arm of e& enterprise (formerly Etisalat Digital) and provides leading enterprise businesses across the Middle East with strategic consultancy combined with tailored information security solutions and services that address their diverse requirements, enabling them to evolve securely with a competitive edge.

Present in the Middle East since 2004, Help AG was strategically acquired by e& (formerly Etisalat Group) in 2020, hence creating a cybersecurity and digital transformation powerhouse in the region. Help AG has firmly established itself as the region's trusted IT security advisor by remaining vendor agnostic, trustworthy, independent, and maintaining its focus on all aspects of cybersecurity.

With best of breed technologies from industry-leading vendor partners, expertly qualified service delivery teams and a state-of-the-art consulting practice, Help AG delivers unmatched value to its customers by strengthening their cyber defenses and safeguarding their business.