End User Support Engineer

ENOC LUBRICANTS AND GREASE MANUFACTURING PLANT LLC Job Title End User Support Engineer Business ENOCJob Purpose To provide service desk support activities within ENOC to ensuring secure, reliable and smooth running of the user support function to maintain a high quality and availability for the IT services.Assist end user with hardware and software problems via phone, email, or visiting them to understand and resolve the problem.Principal Accountabilities Operational Take a lead to provide immediate fix whenever user incidents are identified or reported.Proactively monitor the delivery of the service desk support function according to approved policies and procedures, user requests, SLA s, and maintenance schedule.Any special assignment from line manager or IT senior management.To provide technical support; answering support queries via phone, email and fax.Installation, configuration or upgrade of end user device s, like PC s Laptops, Tablets, Mobiles To maintain a high degree of customer service for all support queries and adhere to all service management principles.To take ownership of user problems and be proactive when dealing with user issues.To log all calls on the call logging system.Respond to enquiries from clients and help them resolve hardware or software problems.Maintain a log of any software or hardware problems detected.Support users in the use of Computer equipment by providing necessary training and advice.To allocate more complex calls to the relevant IT Support member.To arrange for external technical support where problems cannot be resolved in house To escalate calls to appropriate individuals/roles if the call cannot be resolved within the agreed time frame Additional Principal Accountabilities Experience Education Degree: Minimum Bachelor s degree in Computer Science, Computer Engineering or equivalent.Having related professional Industry certifications will be a plus as well as project management certifications such as PRINCE II, PMP, etc.Preferred professional certifications: ITILExperience3+ years of IT infrastructure experience with a focus on end user support management Solid understanding of technical application support and application security concept and requirements Good knowledge of TCP/IP, FW, networking protocols and security concepts.Good knowledge and experience in end user support frameworks Excellent telephone etiquette and using call logging software.Strong knowledge of Microsoft based operating systems, office suite of applications and other Microsoft based applications, like: AD, DNS, HTTP/s, SSH, LDAP, DHCP, etc.Experience with using and troubleshooting Microsoft Outlook within a network environment (permissions, calendar sharing, delegation)Good Knowledge of PC, laptops, tablets and mobile hardware set-up and configuration.Disclaimer: Naukrigulf.com is only a platform to bring jobseekers & employers together. Applicants are advised to research the bonafides of the prospective employer independently. We do NOT endorse any requests for money payments and strictly advice against sharing personal or bank related information. We also recommend you visit Security Advice for more information. If you suspect any fraud or malpractice, email us at ENOC LUBRICANTS AND GREASE MANUFACTURING PLANT LLC #J-18808-Ljbffr