Field Support Analyst, Emirates Flight Catering, Dubai, UAE

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Description
 :

JOB PURPOSE

Maintenance & support of end users facing IT infrastructure to provide high uptime of the IT infrastructure. The end users facing IT infrastructure includes Desktops, Printers, Local Area Network, emails and all MS Office software. The field support analysts play a critical role by supporting all end users to ensure continuous and smooth functioning of all these equipments and related software. These IT resources also provide maintenance and support to our PABX systems. These professionals are currently providing support to over 500 desktops, 250 printers and large number of users, using our PABX. The Field support analysts ensure that all users are able to effectively use the IT systems to carry out their business. ORGANIZATION CHART Refer to the Organization Chart Folder for the current year.


JOB CONTEXT

The Field Support Analyst is part of the IT Operations team. The key challenge of the job is to maximize productivity of the users by providing proactive, timely and efficient services in the area of Infrastructure Management. The Field support analysts review the desktops requirements, identify and recommend suitable desktops & printers models. The job holder carries out the initial implementation job of desktops, printers, telephone sets and other IT equipments. S/he provides maintenance support on all these equipments, so that these are always functional. The job holder also provides support to end users in the areas of MS Office software, emails, internet and telephone sets, so that the users remain productive. S/he provides support in IT security management by continuously reviewing the users access control and updating these.


PRINCIPAL ACCOUNTABILITIES

1. Installing and configuring Windows 2000/XP/2003 desktops, MS Office Applications and other software packages.

2. Installs, configures, fine tune and maintains computers, networks, file and print servers, and other devices, adds or upgrades disk drives, Memory, CD ROM units, printers, and related equipment.

3. Configure users, emails, Internet, network devices, print servers, shared resources etc

4. Troubleshoot and repair network connectivity, services, software, cabling and performance problems.

5. Troubleshoot and repair Time Keeping System software, hardware and connectivity problems  

6. Provide basic instruction / guidance to staff in proper operations of installed systems to maximize the efficient and effective use of those systems.

7. Act both proactively and reactively to define and resolve hardware problems and recognize and implement opportunities for improved hardware services.

8. Assure the timely diagnosis and arranging for the repair of all company owned hardware equipment.

9. Troubleshoot and assist in the maintenance of PABX system.

10. Troubleshoot and assist in the installation and configuration of Cisco switches, routers, firewalls and other network devices.

11.Assist with the installation of new and/or upgraded hardware equipment and software.


KNOWLEDGE, SKILLS AND EXPERIENCE

Minimum Qualification:

Bachelor's Degree in Engineering / Technology or equivalent qualification in Computer Science. Certification from Microsoft or Cisco. Exposure to PLCs will be an added advantage


Skills:

Should have excellent communication skills; strong interpersonal and problem-solving skills and the ability to work effectively with staff across levels in a diverse environment.


Experience:

Minimum four years of experience in maintaining network infrastructure, desktops, printers, MS Office products, Windows operating systems, Networking protocols, PABX and all other areas of Field support in a Microsoft / CISCO environment. COMPETENCIES Refer to the Competency Directory for required competencies and detailed definitions.


ADDITIONAL INFORMATION/JOB CHALLENGES

The large users base (more than 500 desktops), geographically distributed locations, ERP environment and varying degree of computer literacy in the organization make the job of Field Support Analysts very challenging. As per the industry standard, for every 80 desktops, 1 dedicated Field Support Analyst is recommended, but, in our Organization structure, we have suggested lesser number of Field Support Analysts, thereby making the assignment more challenging.

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