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Operations Support Specialist

Posted about 1 year ago by SES
Location Basrah Job Type Permanent
Salary Sector IT

Responsible for Operational Support Services at all Company locations

  1. Managing day to day activities of staff at each location and sub locations 
  2. Delivering On Site services during service hours of 8am to 7pm.
  3. Scheduling, shift management and rotation of staff to ensure Site coverage, effective service delivery, and support for Individual  development
  4. Coaching and mentoring OSS Site Leads and OSS staff
  5. Performance management for OSS staff, get the best from individuals by ensuring clear targets and responsibilities
  6. Perform Site Assurance making sure quality work gets done and customer satisfaction is high. Perform walkabouts to randomly check on performed work.
  7. Ensure all debris is removed that is generated from IT equipment or services. Similarly remove debris/dust to make sure that IT assets deliver maximum value
  8. Provide technical support for IT equipment in Meeting Rooms and Conference rooms. Ensure all IT equipment is tested working on a periodic basis
  9. Upon request through Helpdesk, OSS will provide support during the meeting
  10. Responsible to maintain, update and making available all records of all roles performed at a particular site including the GI-D Focal Point roles assigned at each site
  11. Review daily reports for each site for tickets that are nearing or past their SLA targets and execute appropriate action
  12. Onboard new joiners providing them requisite training per on-boarding checklist. Ensure new staff are functional and know how to contact IT for support
  13. Manage off boarding for existing staff per off-boarding process ensuring hiring managers return all assets that were assigned to user
  14. Manage and support movement of IT equipment associated to office and staff moves. This includes planning, packing, moving and updating asset records
  15. In conjunction and partnership of the Infrastructure Project team, plan and deploy the refresher of PC and Printer assets
  16. Provide local support for Infrastructure Projects. Act as local host and coordinate with the Change Management focal point any change or deployment at local site
  17. Coordinate access passes for IT staff and projects for the particular location. Maintain relationship with the local security and access teams
  18. Trouble Shoot technical issues on PCs, printers, network, access points, Operating systems and operational software.
  19. Ensure resolution of issues are within service levels. Work closely with Global teams, ISP suppliers and vendors to trouble shoot and resolve technical issues.
  20. Installation and maintenance of Network printers. Printers should be proactively checked to make sure enough ink in the cartridges and drums. Prior to any mass printing requests, proactively check the printer supplies
  21. Manage pool of loaner laptops and provide a loaner service where this is requested via the Service Desk. Manage the asset base and ensure assets are returned by end of the loan period
  22. Responsible to receive goods delivered to site. Work with the Asset Manager to update asset inventory and store records.
  23. Ensure goods are stored in a safe and secure location, with optimum conditions to maintain asset condition
  24. Manage the coordination and duties for Dedicate Service Engineers from HP and maximize their performance output
  25. Be technical experts in the area of PC troubleshooting and repair, Printer troubleshooting and repair, VSAT connectivity,
  26. Bandwidth management, WAN and LAN
  27. Create and maintain templates and documentation
  28. Provide active input, suggestions and ideas for improvement of the function
  29. Manage team’s day to day activities, tracking operational activities and intervening where things do not look right
  30. Maintain a harmonious working environment promoting good will and team working

REQUIREMENTS

 

  1. Competent in speaking and writing English. Candidate must be able to carry a conversation in English and demonstrate their understanding and requirements of the customer
  2. High proficiency in technical skills.
  3. Candidate must have 2-3 years of experience in similar capacity preferably in a IT technical
  4. coaching and training environment
  5. Candidate should have high level of Presentation skills using MS Office
  6. Candidate must have a foundation knowledge of the ITIL building blocks Strong Communicator.
  7. Candidate should be able to use advocacy and enquiry skills to better understand customer needs rather than fulfilling their wants
  8. Strong Customer Service Skills.
  9. Candidate must deliver to exception customer satisfaction levels.

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https://www.ses-iraq.com/

SES is now truly an international recruiting and staffing company as we have now expanded our services by forming a new international division to better serve the needs of our clients. This new div...

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