About the Job
Serco is seeking a Senior IT Support Engineer to handle 2nd and 3rd line support tasks for IT Service Delivery, utilizing remote access tools and field support. This role requires the ideal candidate to multitask and manage various responsibilities effectively, including service and project delivery, incident response, request fulfillment, and technology enablement for end-user technology systems. The position is based in the West Coast of Saudi Arabia and requires regular travel within a defined geographic area, emphasizing strong communication capabilities.
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Key Accountabilities:
- Respond to service requests from the Serco Middle East TEB Service Desk, Infrastructure, Enterprise Architecture, Project Management, and Senior Management teams.
- Address field service-related incidents, problems, service requests, change requests, and project tasks for allocated contracts.
- Resolve end-user technology issues from assignment to operational status, including diagnosis, fault finding, repair, and recommissioning tasks for hardware and software.
- Conduct scheduled and ad-hoc maintenance, incorporating system upgrades, security enhancements, and any necessary changes to deployed systems.
- Document all incidents, problems, service requests, change requests, and project tasks comprehensively, including investigation, fault resolution, time taken, and follow-ups.
- Escalate incidents that hinder progress in resolution, fulfilment, or project work, ensuring communication protocols are followed for high-priority incidents.
- Maintains information security by overseeing end-user assets within allocated contracts.
- Ensure service availability and performance align with published Service Level Agreements (SLAs).
- Collaborate effectively with the TEB team, Serco Group My Technology, ME support functions, and customers to resolve incidents and service requests.
- Identify and capture opportunities for improvement in processes and service delivery.
- Conduct self-assessments of all tasks, providing feedback for quality improvement.
- Identify trends in incidents for effective problem management and service level enhancements.
- Adhere to all operational policies and procedures, accurately recording routine documentation such as visit reports and timesheets.
- Provide on-call or on-site support as necessary, ensuring documentation of work done and time spent.
Specific Requirements:
- Bachelor’s degree in Information Technology, Computer Engineering, Computer Science, or equivalent.
- Microsoft 365 Certified Modern Desktop Administrator Associate preferred.
- A minimum of 3 to 4 years of experience in a Senior Desktop Support Engineer or IT Support role (Middle East experience preferred).
- Familiarity with ITIL Service Management Standards for IT service support.
- Extensive experience troubleshooting Windows Operating Systems and the Microsoft Office application suite.
- Experience in dealing with Antimalware incidents and network troubleshooting (LAN, WAN, WLAN), including coordination with Internet Service Providers (ISPs).
- Proficient in using Service Management Tools such as ServiceDesk Plus, Service Now, or equivalent for incident logging and management.
- Experience working in a multinational company.
