IT Support Engineer

Who we are?

Siemens is a global leader in the field of Engineering. We have numerous projects around the region in fields including Power Generation, Energy Management, Transportation and Oil & Gas.

What are my responsibilities?

• Ensure workplace IT solutions are used effectively and in line with IT standards and Information Security rules. Consult and facilitate user interaction with ordering of IT services/assets. Support users with IT issues not solved according expectations.
• Customer facing function that ensures efficient and effective use of IT services resulting in overall user satisfaction and user productivity improvements
• Contact point for local IT support if required
• Escalation Management for end-user related IT services, e.g. IT Service Desk
• Ensure workplace IT solutions are used effectively
• Minimize non-productive time of users due to workplace or application misfunction (Including ISEC related requests)
• Accountability and responsibility for the Request Management process
• Accountability & responsibility for satisfactory resolution of all end user related queries, feedback, issues and complaints.
• Incident resolution monitoring and reporting from end user perspective and ensuring service provider adherence to agreed SLAs.
• Provide feedback to customers with reference to status of problem, and ensure all parties are kept up to date
• Accountability and responsibility for Access Management process.
• Owns, manages and controls the standard change requests as pre-defined in the service agreement & work requests
• User productivity by providing a one-stop process
• Verifies, orders and approves hardware and software