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Job Description
RESPONSIBILITIES
- Primary responsibility in monitoring and resolving issues related to all systems, software and other infrastructure.
- Resolve incident tickets and respond to emails and phone calls from clients.
- Manage Incident Bridge, ensure prompt mitigation/resolution of impacting issues and proactively apprise stakeholders of the latest issue status.
- Collaborate with support groups to resolve complex issues.
- Document and communicate critical milestones/progress of ongoing incidents timely and accurately.
- Accurately and promptly assess/solicit the impact of a critical/major system outage.
- Follow documented operations processes and resolution/escalation procedures.
- Resolve standard incidents promptly without escalation.
- Constantly follow-up on all open incidents and problem tickets to meet group objectives.
- Review and approve new alert handling procedures and ensure they are written clearly and can be carried out by all analysts.
- Work on multiple platforms including ticket queue, mailbox, alert console and phone calls.
- Offer effective/sound recommendations to address repetitive issues
- Follow process improvement efforts within the department
- Support project schedules and changes which can include participation in UAT testing, creation of process and procedures, and assist with training specific to team.
- Proactively share resources and information and provide support to team members to achieve work objectives.
- Identify and offer possible solutions to issues that may impede collaboration and teamwork.
- Embrace change and accept ambiguity.
Job Requirements
- BS degree in Information Systems CS or related field, or 1-2 years relevant work experience is preferred.
- Able to speak and write fluently in English and Arabic.
- Adept customer service background
- Working knowledge in education environment is preferred
- Windows or Unix Certifications preferred or equivalent experience.
- Proficiency in analyzing and isolating anomalies presented via standard alerting utilizing a variety of hardware and software testing tools and techniques.
- Information Technology Infrastructure Library Foundation Certificate (ITIL) is preferred
- Develop and maintain technical skills through participation in on the job training and recommended training classes.
- Be able to assist junior team members.
- Staff member with general troubleshooting skills and have basic knowledge using a workstation.
- Proficient with MS Office products.
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