Role Objective:
The primary objective of this role is to deliver exceptional first-level support to users by efficiently addressing and resolving issues related to hardware, software, infrastructure, and applications.
Detailed roles & responsibilities:
• Document Infrastructure and applications setup and keep systems' documentation up to date. That includes applications, servers, data/voice LAN/WAN diagrams, licenses, and data flow diagrams.
• Manage IT assets inventory, allocation, and disposal. Keep software and hardware inventory records up to date.
• Install, upgrade, and maintain software applications, ensuring proper licensing compliance.
• Perform routine systems maintenance and checkups, including updates, patches, and backups.
• Troubleshoot and resolve hardware, software, and connectivity issues. Provide timely and effective technical assistance to end-users, both in person and remotely. Resolve systems' issues, identify root causes, and propose solutions.
• Install, configure, and maintain end-user devices, including computers, printers, and mobile devices.
• Monitor systems performance, identify issues, and implement solutions in coordination with Head Office IT team to ensure optimal functionality.
• Monitor applications, ATMs, communications' links, and other related services. Receive alerts from different systems and escalate accordingly.
• Ensure an approved Anti-virus is loaded on all workstations and is being updated.
• Provide technical Support for Central Bank of UAE related applications and Credit bureau system
• Participate in end-users' security awareness.
• Escalate unresolved issues to Head Office IT / higher-level support or vendors as needed.
• Collaborate with the head office IT team to plan and execute system upgrades and enhancements.
• Work with the head office IT team on the new projects / initiatives related to UAE and support the roll-out of new systems/applications.
• Upkeep server rooms.
• Manage and maintain the security system (Access control, CCTV, Alarm System, Firefighting)
• Participate in DR Drills related to Doha Bank UAE services.
Qualification & Experience Required
- University graduate with a degree in IT related discipline.
- Minimum 3 years of experience is required.
- Only candidates currently residing in the U.A.E. will be considered for this position.