MAIN OBJECTIVE

Perform  L1 and L2 roles and responsibilities by being the ICT Point of Contact. ICT Field Support shall attends Users incidents and service requests in which technical competence meets customer relations.

ICT field support is a centralized knowledge competency for the various ICT systems that runs Bahrain International Airport in which the knowledge is transformed to actions by maintains systems and resolving issues as well as providing new services to BAC ICT customers/users by following the department's SOP, policies and procedures. ICT field support shall Perform multiple tasks simultaneously, including handling interruptions, and return to and complete tasks in a timely manner.

MAIN DUTIES

1. Receive incident reports and Service requests from Users via telephone, SAHAB or email

2. Perform incident classification, prioritization, and correlation with other reported incidents and matching against known errors

3. Record all required incident details on the incident management system

4. Link the incident record to the User ID and configurations

5. First level support to attempt to resolve the incident, use remote control if necessary for incident resolution

6. If the incident requires escalation to level 3 support, the helpdesk staff creates a work order on Service Desk and assigns it to the appropriate level 3 Support group.

7. Track the incident until closure and keep the User up to date with the incident status

8. Functional escalation in case the incident resolution times exceed the agreed service levels

9. Selective quality checks on closed incidents & service requests

10. Link the service request record to the User ID and configurations

11. Forward the service request to the proper IT support group, in accordance with the service request procedures

12. Track the service request until closure and keep the User up to date with the status

13. Functional escalation in case the service request completion times exceed the agreed service levels

14. Maintain and updates documentations relating to technical procedures, user guides and applications.

15. Preparation of new PCs/notebook computers for deployment, including the unpacking, installation of the operating system, installation of applications and clients and setting of user profiles, & PC BIOS parameters as per BAC policies.

16. Installation of new PCs and locally attached peripherals such as printers, image scanners. The installation includes site readiness inspection to verify availability of proper desktop, power outlets, & network outlets in a timely manner.

17. Installation of additional applications as per user’s requirements such as Airport Operating System applications, Acrobat reader, AUTOCAD etc.

18. Preparation and onsite installation of Networked printers that will serve BAC Business Applications users.

19. Preparation and onsite installation of Printers for users and airport Operation systems.

20. Inspecting and troubleshooting the Time attendance recording devices distributed across all sites.

21. Upgrade of operating systems and applications as per BAC Business requirements.

22. Recovery (If possible) of lost user’s data caused by hardware or software.

23. Relocation of PCs & Peripherals as required by users.

24. Configuration and fine tuning of existing applications on PCs such as internet browsers and office automation application settings.

25. Attend on-site troubleshooting upon escalation

26. Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues

27. Provide advice, plan, and assist with major desktop OS rollouts.

28. Provide input and assistance into software licensing.

29. Track hardware and software model, version, serial numbers, licensing model,

30. Any other tasks are required as part pf L1 & L2 support

31. Performing initial level of diagnosis of incidents and resolving them when appropriate

32. Demonstrating a good understanding of the customer’s business needs and applying them to the management of system events & incidents

33. Developing and maintaining an understanding of customer Service Level Agreements

34. Accept cases from the support queue and assign it to service desk L2 and third line support

35. IT Support relating to technical issues involving Microsoft’s core business applications and operating systems

36. Support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc.

37. Implement and support disaster recovery solutions

38. Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security

39. Perform related duties as assigned by supervisor

40. Maintain compliance with all company policies and procedures

Education & Experience

• A Diploma degree as minimum to accept while a BSc. Degree in Computer Science or equivalent is preferred. A minimum of 2 years’ experience in related field.