IT Service Desk Engineer

The IT Service Desk Engineer is responsible for providing technical support to employees, diagnosing hardware and software issues, and maintaining strong customer relationships. The role entails troubleshooting and problem-solving, ensuring the smooth functioning of IT services, and testing applications on new desktop builds.

Responsibilities:

• Maintain services by measuring and monitoring availability, latency, and overall system health.
• Troubleshoot issues and analyze system performance.
• Respond promptly to alarms/alerts to service issues and requests.
• Ensure a high level of service availability and diagnose server or network alerts.
• Communicate with product teams and notify appropriate parties of operational issues.
• Support the application infrastructure technology estate to reduce service risk and inefficiencies.
• Conduct diagnostics to investigate and resolve problems, providing technical assistance.
• Establish requirements for new systems or modifications in collaboration with staff and management.
• Develop training materials and train users on hardware and software.

Qualifications:

• Preferred tertiary-level qualification from an internationally recognized institution.
• 3 to 5 years of relevant experience in a technical support role.
• Experience in project implementation and providing technical supervision to junior staff.

Technical Competencies:

• Customer Service Management
• Data Mining & Modelling
• Help Desk Support
• Troubleshooting

Behavioral Competencies:

• Communication
• Flexible Learning Agility
• Analytical Skills

About Us: The company is a shariah-compliant digital bank committed to providing 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. Joining the company Technology team offers the chance to engage in a transformative journey within the financial and banking sector, focusing on DevOps philosophies and the future of banking technology.