Technical Support Administrator

Role Purpose: To Administer the execution of the Enterprise Computing Environment's Infrastructure IS Desk Top Services to support the Enterprise End Users Office Productivity and Business Applications access namely the Email, Directory, File, Print, and Portal Intra/Internet Services, Network and Telephony, with the objective of maintaining 9x5 Serviceability level for Business, Corporate, and Shared Service Units to conduct normal business functions. Responsabilities: Installs, tests and deploys end user equipment, network, PABX Telephony , upgrades system changes, fixed patches, applications, and new releases to resolve problems and to launch new services. Provides second line of support for IS customers by detecting, diagnosing and restoring the normal service as quickly as possible, in order to minimize disruption to business applications. Issues, identifies, classifies, records, updates and provides his/her specialist systems with permanent solution and work around solution in knowledge base, to be able to control and close errors with associated problems and Initiate actions to prevent recurrence of faults through route cause analysis, suppliers anomalies management to minimise the adverse impact of the incidents on the business. Participates in IT projects to provide Technical consultation, training, perform required tests on new systems and study integration with the working system Maintains his/her specialist systems components status in Configuration Management DB and participates in creating the availability and recovery design criteria including the measurement of Availability, Reliability and Maintainability to enhance the Availability of his/her specialist systems following SLA requirements Participates in empowering, monitoring & reporting SLA, security policy, IS procedure, Maintenance Contracts implementation, and vendor's behaviours & credibility to deliver SLA requirements. Installs network infrastructure to ensure end-users connectivity and access to JT enterprise services, in accordance with approved and agreed availability and performance. Oversees end-users usage of IT equipment, applications and infrastructure, to maximise the functionality of IT resources according to users system instructions, IS usage and IS security policies in order to improve JT users productivity with minimum cost . Qualifications, Experience, Knowledge & Skills: Bachelor's degree in Computer fields or computer engineer, working experience directly related to the duties and responsibilities specified. Entry Level up and up to (6) Years Professional Experience. Certifications in the related field is preferable. Knowledge with Windows 2000, XP and Windows 2003 OS, Client Management Tools. Familiarity with internet domain-name addressing and IP address classification. Experience selecting, implementing, maintaining and evaluating computers in a networked configuration. Knowledge with various LAN/WAN protocols, & PABX Telephony running over unshielded twisted pair (UTP) and fiber. Knowledge of current technological developments/trends in area of expertise. Customer Service Oriented Personality. Ability to resolve customer complaints and concerns, and work under pressure. Ability to communicate effectively, both orally and in writing English/Arabic