End User Support- Engineer

Transguard Group was established in 2001 and has diversified significantly, we lead in the fields of Cash Services, Security Services, Manpower Services, Facilities Management & Aviation. Transguard Group is the UAE’s most trusted business support and outsourcing provider and has a large, dynamic and culturally diverse workforce with 50,000 employees! We are currently recruiting for an End User Support- Engineer for our trusted client in the Banking industry to be based out of their headquarters in Dubai.

Purpose-

Responsible for the support, maintenance and configuration management of the end user environment.
The engineer will address any incidents or service requests logged by the help desk/business or if critical via telephony and logged via our Global Incident management tool, dB Unity.
Local services support will functionally report into and support the EUC Service Management organization.

Responsibilities-

• Handle end user hardware repairs (including OEM vendor communications and tracking).
• Handle end user service requests (new hardware & software orders, etc.).
• Proceed with morning /evening checklists as appropriate.
  Support of Telephony and AV hardware.
• All changes to production environment (Network patching, hardware relocation, software (de)installations) must be confirmed by GCM, IT Request, Incident ticket etc.
• Ensure global inventory management (CMDB) and preservation standards are followed.
• Support the Service management organization with any audit requirements as appropriate.
• Flag any potential issues or vulnerabilities to Service e Management for capture of self-identified issues.
• Support, manage and configure EUS devices such as, but not limited to phones, BlackBerrys, Corporate iOS devices, DoD, RDH, laptops, desktops, work stations and printers.
• Ensure that Service Managers are aware of EUS escalations.
• Ensure Global Incident Management processes are followed.
• Adhere to Key Operating Procedures (KOPs), Knowledge articles and other documentation.
• Support Full Loss Scenario Exercises (FLSE) and Business continuity tests.
• Adhere 100% to incident management process and utilize dbUnity for all production incidents (including incident tagging).

Education and professional Experience

• Several years’ experience in demanding IT environment
• Hardware/Software experience:
  Required – Windows 7, MS Office 2007/2013, Internet Explorer, Java, Oracle, TCPIP, Anti-Virus, Laptop Wireless setups, Hardware Break/Fix Support, LAN Patching
  Preferred - Lotus Notes, Blackberry, Citrix, Active Directory
  Nice to Have - Market Data Products, Trading Floor Systems

This position profile indicates in general the nature and levels of work, knowledge, skills, abilities, and other essential functions expected of an employee. An employee may be asked to perform other duties as required which are within the scope, spirit, and purpose of the position profile. The employee shall also adhere to TRANSGUARD’S information security policies and procedures and the policies and procedures applicable to their area of responsibility.