Title:  Specialist, IT Shared Services

2. JOB PURPOSE

• Work from the company offices on a planned 24x7 roster, including coverage during public holidays and weekends, following a 6-day calendar roster with one assigned off day as determined by the direct manager.
• Providing first level of remote monitoring and management to our network equipment and IT systems, responding to alarms, and coordinating activities for incident resolution, notifying Support teams and Sr. Management with events and ongoing status, also escalating issues to third parties and higher technical and managerial support.
• Act as first point of contact for inbound user requests, including phone calls, emails, and ticketing system requests. Take ownership of these requests, validate, and troubleshoot customer complaints and issues, and efficiently dispatch cases to the appropriate teams, and collaborate with task owners.
• Responsible for seeing the cases through to resolution and closure, ensuring all tasks meet the company's set criteria SLA.
• Works with the digital workplace team by sharing technical knowledge and assistance when needed.

4. KEY ACCOUNTABILITIES

• Follows all relevant IT policies, processes and standard operating procedures so that work is carried out in a controlled and consistent manner.
• Implements the day-to-day operations assigned for the function to ensure compliance with the established standards and procedures.
• Reviewing end users’ inquiries and technical support requests, as well as advising, recommending, and providing professional solutions related to software or hardware systems over the phone, email or in person accordingly.
• Resolving complex issues and those that require specialized involvement in the designated functions to ensure adequate and timely resolution.
• Push the team to comply with the assigned KPIs Comply with the set service level agreement and the assigned KPIs.
• Prepare reports, charts, graphs and narrative information for management.
• Perform in-depth level of analysis and troubleshooting to resolve as many cases as possible at first line without escalation to second level support
• Understands deployment, configuration, and maintenance routines and develops tools to make the process more efficient.
• 24/7 Network & System Monitoring: Utilize monitoring tools to track performance, identify issues, and respond to system alerts.
• Validate and assume ownership of requests and complaints, updating customers' information as needed.
• Any other tasks given assigned by the manager. Contributes to creation of support documentation & knowledge base

6. QUALIFICATIONS, EXPERIENCE, & SKILLS

QUALIFICATIONS

• Bachelor’s in computer science, Information Systems, or related discipline
• Must be team-oriented, possess a positive attitude, and work well with others.
• Have a genuine passion for providing excellent customer service and a problem-solving attitude.
• Excellent command of English and Arabic, both verbal and written.
• Excellent Knowledge of customer service principles and practices.
• Excellent Understanding of monitoring tools (e.g., SolarWinds, Zabbix, Nagios, Splunk).
• Understanding of network protocols (TCP/IP, DNS, DHCP, VPN, SNMP).
• ITIL Foundation certification is a must.
• MS Office 365 or other certificates are preferred.
• CCNA certification is a must.

EXPERIENCE

• Minimum of 5 years of experience in a similar role.

SKILLS

• Accountability: Aligns personal responsibilities with organizational goals, performing tasks with a clear understanding of their broader impact.
• Collaborative Leadership: Encourages teamwork among leaders, contributing to a shared vision and cohesive leadership.
• Planning and Organizing: Effectively prioritizes tasks and sets goals to ensure productivity, demonstrating strong organizational and project management skills.
• Organizational Understanding: Balances team interests with overall organizational needs, engaging effectively across functions and departments.
• Coaching: Supports others’ growth by giving constructive feedback and guidance that fosters improvement and confidence.
• Communication: Ensures open, timely, and clear communication throughout the team, with strong skills in presenting complex information.
• Technical Skills
• Power user experience on Windows/Linux Server/Client operating systems
• Experience to work in an international environment and/or interest to work is such
• Support multiple technical teams in 24 x 7 operational environments with high uptime requirements. Varied shift schedules may include day or evening hours. Soft Skills & Time management
• Communication skills
• Strong analytical
• Problem-solving
• Troubleshooting skills
• Customer Support
• Escalation
• Team Player
• Adaptability and Multitasking