Service Desk Engineer

Posted 10 months ago by mselect
Location Basrah Job Type
Salary Sector Oil & Gas

MSELECT is looking on behalf of a major global oil and gas client in Basrah a Service Desk Engineer who has to deliver effective business engagement to ensure support and delivery services are carried out in line with business needs, 3-5 years of experience in the same role is requested, the candidate must be fluent in Arabic and English.

Job summary
The service desk engineer reports to the IT Service Desk Manager. The Support Engineer is the single point of contact for integration and delivery of end-user support at Field locations.
The individual must be able to deliver effective business engagement to ensure support and delivery services are carried out in line with business needs. They should develop close working relationships with field IT Staff and onsite experts/contractors to improve knowledge sharing and deliver further support efficiencies.

Job Duties:

  • Experience in maintaining VSAT links and equipment.
  • Experience in Microwave and Radio systems.
  • Knowledge of network infrastructure, including telecoms, Cisco switches, LAN and WAN equipment.
  • Ability to configure Cisco equipment.
  • A thorough knowledge of operating systems, networking, hardware and office software.
  • Ability to provide first line support for video conferencing equipment.
  • Expert at using step by step troubleshooting methodologies.
  • Ensure trouble-free operations of desktop and related hardware and software within the FIELD and at remote sites (Infrastructure and Applications Intel-based servers etc.).
  • Identify risks to service delivery, recommend options to address risks and execute approved options.
  • Provide high quality support (>65% first time fix), maintain and improve user satisfaction with IT services. This includes end-user hardware, software & network support and troubleshooting.
  • Coordinate service delivery with internal and external service providers ensuring any service targets are met or exceeded.
  • Assist the Support Manager with site management responsibilities (calls analysis, projects, management reporting etc.)
  • Identify risks to service delivery, recommend options to address risks and execute approved options.
  • Maximize value from local support contracts.
  • Assist with operational handover of projects.
  • Provide hands-on support for standard desktop environment using both Windows 7.
  • Maintain call logs and provide base data for trend analysis.
  • Maintain site equipment and core software licence inventory.
  • Assist ITC management with customer support initiatives.
  • Act as project resource when needed.
  • Coordinate hardware/printer/PC equipment maintenance.
  • Coordinate with support leads and vendors for complete resolution of problems.
  • End to end ownership of Incident management and its successful closure as per the defined SLAs.
  • Ensure that all incidents are properly categorized, captured and escalated.
  • Follow the ITIL framework for incident management.

Job requirements

  • University Degree in Information Technology.
  • Preferably holding MSCE.
  • In-depth hands-on knowledge Operating system and hardware level support.
  • Working knowledge of Infrastructure services frameworks e.g. ITIL.
  • Knowledge of IT standards, processes and policies.
  • Knowledge of ITIL Framework.
  • Extensive knowledge of positive customer interactions.
  • Extensive experience of supporting desktop Operating System.
  • Extensive experience of supporting MS Office suite.
  • Proven track record of maintaining high levels of customer satisfaction.
  • Experience of using helpdesk/ call logging tools.
  • Self-starters willing to accept responsibility.
  • Awareness of HSSE requirements with regard to desktop and field technology.
  • Mobile support engineers should have a minimum of two years. comparable experience.
  • Previous experience in the oil and gas industry.
  • Customer facing skills.
  • Ability to work under pressure and to deadlines.
  • Ability to priorities tasks.
  • Problem solving skills.
  • Good command of written and spoken English and Arabic.

*Only applicants meeting the strict criteria outlined above will be contacted as part of the shortlisting process.

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