Provide a second level of escalation (L3 support) for Office IT operations. Proficient on supporting any Global Active Directory, ADFS, AD Connect, Office 365 and License assignment. Works on assignments that are extremely complex in nature where a high degree of independent judgment, initiative and technical knowledge are required to resolve problems. Works independently and has ability to handle most unique situations. Involved in performance analysis, capacity analysis and configuration management for servers. End to End ownership of supported services and a acts as mentor for L1 support professionals, participates in training sessions for new comers. Responsible of maintaining and achieving the agreed SLA.
Putting Customers First
Makes sure the team focus on delivering customer needs.
Exceed customer expectations
Performing through our people
Respects other team members
Offers help when the team is overworked
Takes responsibility of mistakes, never points the finger at others.
Has the highest standard of integrity.
Delivering results
Makes the best use of available resources
Meets deadlines, makes things happen
Manages own time effectively
Managing a changing environment
Shares own ideas, accepts suggestions from colleagues
Acts quickly when change is needed
Identifies practical solutions to problems without reinventing the wheel
Making a personal difference
Builds network with other team leaders
Open and understanding
Always curious and looking for better ways to do things
Makes the most of what we’ve got
Communicating for impact
Encourages people to be open and share their views
Convinces other people of a point of view
Keeps all relevant people appropriately informed
Builds on people’s ideas
Number of Trouble tickets closed verses Number of Trouble tickets assigned.
Number of Trouble tickets closed successfully verses Number of Trouble tickets closed.
Number of trouble tickets closed according to the SLA.
Ensure to meet the systems availability for all the backend systems excluding planned outage.
ducation:
BSC in Engineering or Computer Science
Work Experience:
Minimum 5 years IT working experience
PC Knowledge:
Professional Level
Technical skills:
• Strong experience in Microsoft O365 products is mandatory. Certificate (MCSA) is mandatory.
• MCSE Certificate is a plus
• ITIL Foundation certificate is mandatory.
• ITIL Service Capability OSA certificate is a plus.
• ITIL Service Capability RCV certificate is a plus.
• Experience in troubleshooting and strong PowerShell scripting is mandatory.
• Reporting and analysis skills are preferred.
• Project management knowledge is a plus.
• Experience in Microsoft SQL is mandatory. Certificate is a plus.
• Experience in Windows Server 2016 or 2019 is mandatory. Certificate is a plus.
Personal skills:
Interpersonal organization.
Dedication, sense of ownership
Ability to work in teams
Excellent oral and written communication skills.
Must be team oriented
Must have technical support experience via the phone and via direct customer facing
Must have systems support experience, preferably in a large production environment
Experience in working with professionals from other cultures
Excellent spoken and written English
اطلب مساعدة الخبراء لكتابة سيرة ذاتية مميزة.