IT Support Engineer

1. Job Purpose

The role Responsible for IT Service desk operations, to provide IT users at Al Ghurair, effective, efficient

and professional IT support on information and communication technology (ICT) infrastructure, systems

and services, while managing some of the second level system administrative tasks.

2. Principle Accountabilities

Principal Accountabilities

• Operating from the centralized service desk, providing IT support over remote connection and on-site to

the users across Al Ghurair

• Investigate and resolve 1st / 2nd line support calls including call logging, diagnosis and resolution as

appropriate for incident and problem calls as defined by Group IT SOPs.

• Review health of all Data Centres that are supported by AGI-Group IT and provide recommendations to

improvise current conditions, create support documents and Standard Operating Procedures (SOPs).

• Perform certain system administrative tasks like user account management, software license compliance,

etc as delegated by the system administrators to reduce the turn-around time to the end-users.

• Ensure the consistency and accuracy of IT Assets inventories, following the SOPs.
• Ensure the consistency of the patching levels on the end-user systems
• Monitor and track progress of incidents raised from initial report to resolution, ensuring adherence to

operating standards and IT Policy/SLA, OLA – escalating to vendors as required.

• Create and amend necessary support documentation to ensure known errors and troubleshooting

guidance is recorded, assisting colleagues in resolution of ICT issues and ensuring a foundation of

appropriate technical knowledge is maintained.

• Communicate regularly with the IT Service Team Leader regarding the current status of operations.
• Provide Level 1 support and troubleshooting to identify network problems and resolve issues.
• Manage the relation with Telecom service Providers (STC & Mobily) for all add/move/change

requirements related to data and voice services across the sites in KSA.

• Prepare and maintain the process for reporting, monitoring and logging network performance.
• Basic server hardware level troubleshooting.

Should have basic Knowledge of Domain controller, DHCP, DNS, file servers sharing and NTFS permission.

3. Major Challenges

 The role is very demanding for being able to deal with of user issues and service requests.

 Maximum uptime of Data Centre infrastructure and facilities is of prime importance.

 Quick timely response and on-call support for Data Centre incident resolution is necessary.

 The role demands a constant balance between the system administrative activities and managing

escalations from the 1st level support

 Dealing over the phone / via remote connection, with users from multicultural backgrounds and with

varying temperaments.

 24X7 Support operations with 70+ locations across 8 countries

4. Key Decisions

 Prioritize calls in case of emergencies where it’s not viable to go as per the set procedure

 Evaluate and recommend vendors for various IT hardware and software procurements

5. Dimensions

 6 Sectors, 200+BUs

 3500+ IT Users

 70+ physical locations

 8 countries

 20+ Shared Services

 50+ BU specific services

 Centralized Service desk team

6. Communication and Working Relationship

 IT management – Reporting and taking instructions on high severity incidents, escalations, new

system deployments/rollouts

 IT Users – Visits and meeting to understand their needs as well as to test and install hardware and

software.

 2nd level IT support – seeks support on backend system changes and coordinates on projects

•  Software and hardware suppliers – Handling RMA requests, coordination on support calls