About the Job
The IT Service Desk Engineer will be responsible for providing technical support to employees regarding all IT-related issues. This role entails diagnosing hardware and software problems, offering effective assistance, and maintaining strong customer relationships. The ideal candidate must possess a comprehensive understanding of evolving Information Technology policies and procedures, as well as the maturity and reliability required to provide accurate and consistent user support. Additionally, the engineer will take ownership of troubleshooting calls and strive to research and implement solutions. This role includes involvement in testing applications on new desktop builds.
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Responsibilities
- Maintain services by measuring and monitoring availability, latency, and overall system health.
- Troubleshoot issues and analyze system performance.
- Respond promptly to alarms and alerts regarding service issues and requests.
- Ensure a high level of service availability and diagnose server or network alerts, events, and issues.
- Communicate with product teams to notify appropriate parties of issues affecting operations.
- Proactively support the application infrastructure technology estate to minimize service risks and inefficiencies.
- Ensure required reactive and proactive activities support SLA targets for service availability.
- Read technical manuals, conduct diagnostics, and provide technical assistance and support.
- Learn and develop necessary technical skills.
- Confer with users and management to outline requirements for new systems or modifications.
- Develop training materials and procedures, and train users on hardware and software.
- Respond to user requests and provide Level 1 support.
Qualifications
- A tertiary-level qualification from an internationally recognized institution.
- 3 to 5 years of relevant experience demonstrating required competencies.
- Experience delivering on complex technical tasks and project implementation.
- Ability to work independently and manage small project responsibilities.
- Previous experience providing technical supervision to junior staff.
Skills
- Technical Customer Service Management
- Data Mining & Modelling
- Help Desk Support
- Troubleshooting
- Communication
- IT Service Management
- Reliability
- Service Availability
- Site Reliability Engineering
- System Performance
- Technical Manuals and Technical Support
About Us
D360 Bank is a shariah-compliant digital bank aiming to provide the best financial experience in the Kingdom. Our vision is to reinvent finance through innovation and technology, making it convenient, accessible, and fair for all.
About The Team
Joining the D360 Bank Technology team means being at the forefront of a transformative journey in the financial sector. You will have the opportunity to work with DevOps philosophies and be involved with cutting-edge techniques such as Infrastructure as Code, automation, CI/CD, and scalability. Your contributions will play a crucial role in enhancing customer satisfaction and shaping the future of banking technology.
