Role
The Desk Side and Technology Support Engineer is responsible for the resolution of all 2nd Line incident and service requests. They will have a good understanding of technology and demonstrate excellent customer service skills.
Atkins have recently defined a “One Atkins 2020” Organisational strategy. To support this strategy, IS have defined an operating model for 2020 to revolutionise the way IS is provided to the organisation, moving from a BAU focus to a Business Value driven organisation.
Key concepts include: Moving to digital products, adopting agile across the organisation, leveraging cloud, and focus on supporting bid and delivery.
Responsibilities
- General troubleshooting of the Atkins desktop computing environment based on incidents service requests logged via the Global Service Desk.
- Management of all 2nd line incidents and requests assigned to their queue in Service Now
- Manage all assigned incidents/requests according to defined SLAs (within specific regions) - ensure 100% adherence to RFS & INC Best Practice guidelines
- Deploy desktop computers and peripherals, record and track assets during deployment according to Group Is standards and workflow procedures
- Maintain regional service excellence by providing customers with continual and regular updates throughout the management of their incidents and requests
- Troubleshooting a range of application and telephony issues: investigating, diagnosing faults, and working through to resolution
- Support the set-up of new offices, sites or projects across the local region
- Support the Senior Desk Side and Technology Support Engineer Ensure in the maintenance of all local equipment rooms and conference room IS facilities, mitigate risks arising from audits, fire, safety or other risk assessments
- Develop, review and improve processes to maximize efficiencies within the team
- Exhibit a flexible approach to working on a rota basis and provide necessary cover when necessary
- Ability to deliver training to audiences across the local region
- Support and adhere to processes outlined in the Business Management System
- Provide weekly/daily reports/time reporting and updates on current issues
- Ability to communicate at all levels within the company
SNC Lavalin's Atkins business is one of the largest multidisciplinary, multi sector engineering design consultancies in the world and is part of the SNC Lavalin Group.
As one of the world’s most respected design, engineering and project management consultancies with a leading track record in the defence sector, Atkins are ideally placed to respond to this market. We have a broad establishment and proud, 50 year history throughout the Middle East region.
We provide a full range of design, engineering and project management services for buildings, transportation and other infrastructure programmes.
Atkins in the Middle East now employs around 2,000 staff serving Gulf clients across all market
sectors from offices in Abu Dhabi, Al Ain, Doha, Dubai, Jeddah, Kuwait City, Manama, Muscat, Riyadh, and Sharjah.
Experience Required
We use our curiosity, innovation and creativity to solve problems in cool ways We’re proactive…
Qualifications: Certification from MicrosoftEssential:
- At least 2 years’ experience of IT Service Management principles and processes
- High level of proficiency and knowledge of working in a Corporate IT environment
- Experience of working to (and exceeding) Service Level Agreements
- Broad technical understanding of IS services being supported
- Ability to learn, understand, and apply new technologies.
- Strong business focus and customer service skills
- Working knowledge of database/excel structures/tables/configurations
- Proven experience of data analysis and good numeracy, analytical and reporting skills
- A valid driving license is essential as travel will be required to other Atkins offices
- Travel expected to other offices
Desirable:
- Qualifications: Certification from Microsoft
- ITIL V3 Foundation Qualification
- Working knowledge of Service Now
- Security Clearance: Secret
- Customer Service Experience
Competencies specific for this role
- IT Service Management expertise
- Communication skills
- Stakeholder Management
- Performance Improvement
- Confidence and professionalism
Behavioral Competencies
We’re bold…
We use our curiosity, innovation and creativity to solve problems in cool ways
We’re proactive…
We seek out opportunities, and really listen to our customers’ problems
We work together in a dynamic and agile way to make change happen quickly
We’re experimenters …
We’re not afraid to try different ways of doing things
We’re champions for new ideas and tools
We're trusted...
Building close, trusted partnerships really matters to us
We share our knowledge and work in a collaborative way, joining together for the best results
Rewards & Benefits
We offer an excellent package which includes
- A competitive salary
- Transportation allowance
- Medical and life insurance cover
- 22 calendar days annual leave
- Medical and life insurance cover
- Company gratuity scheme
- Discretionary bonus scheme
- Annual flight allowance to point of origin
- Employee Assistance Programme – 24 hour free advice on financial, legal and family care specialists and also access to personal health, fitness and nutrition consultants
