End User Support Engineer

Position Title:

End User Support Engineer
Work Sector :
Banking - Oman
Nationality:
Omani

Contract Type:
Fixed Contract (Yearly extendable)

Job Summary

The End User Support Engineer role is to provide high quality support to the Bank’s End Users IT, ensuring services are delivered in compliance to the established SLAs , responsible for the Support both remote and onsite assistance. Assist other teams across IT Departments.

• Delivers high quality onsite and remote support to end user IT peripherals such as Network connectivity, Desktop/Laptops, Pinter/Fax, updating current infrastructure, Deploying new equipment etc.
• Fulfil service requests, software installations, new computer setups, upgrades, etc.
• Record incident resolutions and request fulfilments in the Service Desk tool
• Provide investigation, diagnosis, resolution and recovery for hardware/software problems. When unable to resolve, elevate to hardware/application vendors in accordance with Service desk escalation processes.
• Basic troubleshooting on Endpoints, Network switches (Cisco, Fortinet) including VLAN configuration, Port state change, LAN connectivity (end users) etc.
• Endpoint Patch Management:
  Monitor, assess compliance requirements related to end user equipment, apply windows, security and application patches.
• Apply emergency software fixes / patch management in support of incident resolution
• Use tools and methodologies to load, copy and customize Operating System configurations for deployment
• Build, distribute and deploy golden images of desktop operating systems and applications.
• Install, upgrade, support and troubleshoot Windows desktop operating system, MAC and Microsoft Office (All Versions) and any other authorized desktop applications
• Install, upgrade, support and troubleshooting for Printers, Scanners, computer hardware and any other authorized peripheral equipment
• Performs general preventative maintenance tasks on computers, laptops, printers, and any other authorized peripheral equipment
• Customize desktop hardware to meet user specifications and site standards
• Provide enhancement request feedback to IT regarding technology environment and customer needs through the defined processes
• Maintain overall ownership of user’s issue & service ensuring that they receive resolution within a reasonable timeframe.
• When the restoration is beyond the scope of the End user connectivity, computers, laptops, printers and any other authorized peripheral equipment, elevate the issue/problem to vendors and other departments and coordinate with team until the issue is resolved.
• Provide service on user data and application recovery and perform virus eradication.
• Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software
• Familiarize end users on basic software, hardware and peripheral device operation.
• Work with vendors to resolve technical issues within the desktop environment
• Work with other IT team members regarding new branch builds and upgrades
• Dealing with queries by following departmental procedures for fault resolution
• Operates within, enforces, and suggests modifications and additions to desktop standards and guidelines
• Maintain adequate knowledge of operating systems and application software used to provide a high level of support.
• Assist in Asset inventory capture, Asset tracking, and inventory management
• Ensures that all activities comply with relevant ITIL Service Management and Project Lifecycle controls

• Graduate in Computer Science (Preferred)
• Graduate in Science with a Diploma or Certification in IT
• ITIL Foundation Certification (Preferred)
• Microsoft Certification, Ideally MCP or MCSE
• Network Certification (CCNA / Network+)

• Excellent technical knowledge of pcs and desktop hardware
• Knowledge of ITIL Service Management principles
• Knowledge on L2/L3 Switches (Cisco) including IOS commands
• Knowledge of Endpoint management tools
• Working technical knowledge of current protocols, operating systems and standards
• Ability to operate tools, components and peripheral accessories (Network, MFP and  Printers).
• Software and Hardware Troubleshooting
• Windows Desktop…