IT Support & Helpdesk Engineer

Every employee at Al Rostamani Group plays a role in making a real difference to the business and our customers. We care for our employees by offering them meaningful and purposeful work and an opportunity to grow, learn, contribute and succeed. Today, the Al Rostamani Group has come a long way since its birth in 1957. Our group has grown steadfastly with the guiding principles of Commitment, Care & Vision, alongside a strong sense of active involvement in the community. We are a well-diversified group, with a key presence in industries such as General Trading, Automobiles and Heavy Equipment, Travel, Foreign Exchange, Financial Services, Property Management, Construction, Infrastructure Development and Information Technology Services. Our Group employs approximately 2000 people from 41 different nationalities, which contributes to our multicultural and multi-national environment. **Job Purpose** --------------- The main responsibility of IT Support & Helpdesk Engineer is to be the end-user’s first point of contact with IT Help Desk (SANAD) and provide first line support for minor incidents/requests. This role will be backup for 2nd line IT Support Engineers and Senior Management support. **Job Responsibilities** ------------------------ Incident Management * Update and assign tickets received through SANAD * Log tickets, both incidents and service requests, reported by end-users; * Assign tickets to appropriate Teams and Engineers; * Minimize impact of incidents on operations through escalations and reporting. First Level Support * First point of contact; provide information requested by end-users regarding IT services; * Provide first level resolution of tickets. Problem Management * Recognize and identify possible Problems and escalate to the appropriate team. * Support ARG & GIT Projects / Demands delivery; * Comply with GIT policies and procedures. **Job Requirements** -------------------- Qualifications * Bachelor Degree in any discipline, with certification in related field Experience * 2 - 5 year experience with Technical support (onsite and remote) * Solid experience with Hardware (Laptops, Desktops, Printers, Scanners and other peripherals) Knowledge & Skills * Good technical knowledge and familiarity with IT Infrastructure * Excellent English and communication; able to express thoughts between normal language and technical language * Positive and Proactive attitude * Team player * Committed and Hardworking * Competent with troubleshooting and resolving incidents/requests * Capable of providing workarounds when resolution is not readily available. The following skills are an added advantage: * Hardware / software configurations/installation and troubleshooting * Active Directory * Microsoft Exchange * Service Desk Plus (Manage Engine) Software At Al Rostamani Group, we seek talented people who work hard to achieve great things. We consider not only your skills and experience, but also your passion for the role, your desire to learn and how well you align with our core values of care, commitment and vision. If this position represents an opportunity you wish to pursue, we invite you to apply.