Workplace IT Support Engineer

3 weeks ago


مصر, Egypt Majid al Futtaim Properties Full time

**Role Purpose**:

- As a
- _Workplace IT Support Engineer_, you will be providing site and remote based technical support,- conducting maintenance & troubleshooting- activities as part of a dedicated regional team within the wider Infrastructure & Operations team that supports the entire organisation.- Working collaboratively through technical processes, engaging with staff to provide support for hardware,- software, systems and devices to ensure business continuity and function.**Role Details - Key Responsibilities and Accountabilities**:
**Key Responsibilities**
- Provide staff with remote and onsite support when required
- Delivering against IT processes including Incident, Request, Change, Problem and Knowledge Management
- Provide prompt solution-based support, prioritising tasks through the day
- Data entry into ITSM system for reference or further escalation if required
- Taking part in team initiatives, mentoring and sharing of knowledge
- Responsible for maintaining and supporting end user devices (workstations, mobile and multi-functional devices)
- Ensure that the SOE for end-user devices are regularly reviewed, upgraded and maintained to meet functional and security requirements
- Maintain office technology, including AV and Videoconferencing facilities are working and are fit for purpose
- Responding to and resolving incidents and service requests escalated from the Service Desk
- Acting as an escalation point for the Service Desk when in person support is required
- Providing VIP support for key business stakeholders
- Responsible for the development of processes, documentation and knowledge management for End User Computing (EUC)
- Delivering required tasks for IT and business projects
- Delivering IT EUC strategy and roadmap which includes driving continuous improvements across the EUC environment
- Ensuring IT Asset Management for EUC devices
- Maintaining a stable and secure EUC environment
- Providing quality customer service to all internal stakeholders and end-users in a timely manner

**Definition of Success
- A desire (and ability to) solve problems and challenges
- Great communications skills when dealing with non-technical clients, founded in being a good listener
- Advanced understanding of support tools, techniques and how technology is used to provide services
- Advanced diagnosis skills of technical issues related of end-user hardware & software and network devices
- Knowledge of OS - mainly Microsoft & Apple
- Knowledge of TCP/IP networking, SOE imaging, remote OS and software installation and deployment
- Understanding of system and network security software and systems
- Experience and knowledge of working with the Microsoft 365 Platform
- Demonstrated experience in Mobile Device Management (MDM)
- Understanding of cloud-based, backup and disaster recovery systems
- A desire to deliver an amazing customer experience
- The ability to keep up with & adapt to the fast-paced IT world
- Demonstrated experience as an EUC/Desktop Engineer
- Experience providing EUC/Desktop support
- Excellent technical experience
- Demonstrated analytical and problem-solving skills
- Strong customer service focus and quality control skills
- Highly developed time management skills
- The ability to work in a fast-paced environment

**Functional/Technical Competencies**
- Minimum Qualifications/Education- ITIL Foundation v3
- At least one relevant industry recognised certification (E.g. Microsoft, AWS, Cisco)
- Minimum Experience- Minimum of 5 years’ experience working in the technology domain (Service Desk/EUC/Desktop/Systems)
- Minimum 5 years’ experience in a high-volume, customer facing environment

**Personal Characteristics and Required Background**:

- Excellent verbal and written communication skills
- Ability to adapt communication techniques to suit the needs of different individuals
- Demonstrated experience of providing technical support service within an enterprise level organisation
- Sound knowledge across technologies including Microsoft products such as Microsoft 365 and End User devices
- Experience in use of ITSM systems (ServiceNow highly desirable)



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