IT Service Desk Engineer

D360 Bank

Job Description The job role is responsible for supporting the employees with all IT-related technical support issues to determine the nature of the problem, diagnose hardware or software issues, provide effective assistance, and maintain strong customer relationships. He/she must be knowledgeable in a broad, constantly evolving assortment of Information Technology, policies, and procedures, & must possess the maturity & reliability to provide user support accurately & consistently. He/she will Job Description The job role is responsible for supporting the employees with all IT-related technical support issues to determine the nature of the problem, diagnose hardware or software issues, provide effective assistance, and maintain strong customer relationships. He/she must be knowledgeable in a broad, constantly evolving assortment of Information Technology, policies, and procedures, & must possess the maturity & reliability to provide user support accurately & consistently. He/she will have responsibility for IT troubleshooting and problem-solving wherever possible, taking ownership of calls and researching solutions. He/she will also be involved in testing applications on the new desktop build. Responsibilities Maintain services by measuring and monitoring availability, latency, and overall system health. Troubleshoot issues and analyse system performance. Respond to alarms/alerts promptly to service issues and requests Ensure a high level of service availability and possess the ability to diagnose server or network alerts, events, and issues Communicate and liaise with all product teams; notify appropriate parties immediately of any issues that may affect efficient operations Proactively supporting the underlying application infrastructure technology estate reducing service risk, inefficiencies, problems, and bugs. Ensuring required reactive and proactive activities are undertaken to ensure the SRE team is contributing to the successful meeting of SLAs in relation to service availability. Read technical manuals, confer with users, and conduct computer diagnostics to investigate and resolve problems and provide technical assistance and support. Desire to learn and develop all necessary technical skills. Confer with staff, users, and management to establish requirements for new systems or modifications. Develop training materials and procedures, and/or train users in properly using hardware and software. Responding to user requests and provide L1 support Qualifications Preferred Qualifications A tertiary-level qualification from an internationally recognized institution Years & Nature of Experience Recommended to have 3 to 5 years of equivalent experience where required competencies and experience have been demonstrated An experienced professional who can deliver on difficult technical tasks Has project implementation experience Is self-sufficient at work and could be given small project responsibility Has provided technical supervision to junior staff in the past Technical Competencies Customer Service Management Data Mining & Modelling Help Desk Support Troubleshooting Behavioral Competencies Communication Flexible Learning Agility Analytical Skills About Us D360 Bank is a shariah-compliant digital bank that aims to provide the best financial experience in the Kingdom. Our Vision: To reinvent finance through innovation & technology making it convenient, accessible & fair to all. About the Team Embarking on a thrilling journey with the D360 Bank Technology team places you on the frontline of a revolutionary transformation in the financial and banking sector.