Skip to main content

12851-IT EUC Support System Admin

Experience: 7-9
Posted: 02 Jun,2022
Location: United Arab Emirates

EUC Support System Admin(End User Computing)

Work Location : Dubai

  • To provide professional support services and as per international standards. 
  • Configuring and maintaining the networked computer system, including hardware, system software, Patch updates and applications. 
  • Ensuring data is stored securely and backed up regularly. 
  • Diagnosing and resolving hardware, software, networking, and system issues when they arise. 
  • Replacing and upgrading defective or outdated components when necessary. 
  • Monitoring system performance to ensure everything runs smoothly and securely. 
  • Researching and recommending new approaches to improve the networked computer system. 
  • Logging all relevant incident/service request details, allocating categorization and prioritization codes 
  • Process the user access request for all DIB applications with required access according to Access Matrix Profile or after getting appropriate approvals. 
  • All the Service/incident requests to be processed within defined SLA period and escalate as and when required. 
  • Keeping users informed of progress, notifying them of impending changes or agreed outages and confirm the resolution. 
  • Resolves and closes incidents/service requests as per procedures and allocated SLAs  
  • Proactively initiate the necessary actions eg. removing the errors and maximizing the stability of the IT services 
  • Escalates unresolved incidents/service requests within agreed OLAs 
  • Document every action taken to process the ticket and ensures tickets are up to date at all times until issues are resolved  
  • Access and evaluate business needs and requirements and taken relevant actions and follow-up until Business request is addressed. 
  • Support and restore of normal service operation as quickly as possible and minimizing the impact on business operations and proactively reducing the number of repeated tickets (Incidents / Service Requests) 
  • Communicate and promote IT Services 
  • To ensure all activities are carried out as per the bank’s SOP manuals.  
  • To provide all the services as per the greed SLA in order to ensure minimum TAT and maximum customer satisfaction 
  • Implementation and maintenance of "Access Matrix" approved by Business dept & Information Security (IS), Risk and compliance team. 
  • Coordinate with Information Security team to create/modify new access roles & groups in different banking applications. 
  • Compliance with relevant IT-Dept & IS processes/policies while performing duties. 
  • Assist in IS periodic review for access/roles for all the DIB applications & users. 
  • Coordinate with other DIB IT teams/vendors for specific user’s accounts /role issues. 
  • Respond for queries of Internal Audit (IA) and external Audit as and when required. 
  • Attend and obtain the user management modules training from the Application team, Projects team and Vendors etc. 
  • Contribute in Continual Service Improvement opportunities in all the services and processes. 
  • All the above accountabilities includes but not limited to any additional/new tasks or responsibilities assigned by the line Manager.

Skill Set:
  • ITIL Certification
  • Experience with troubleshooting, diagnosing and fixing OS and AD related issues
  • Experience administering server-side technology and networked computing systems. 
  • Experience with administration & troubleshooting of Microsoft System Center Configuration Manager- SCCM , NexThink, various Endpoint Security tools.
  • Familiarity with SQL and database operations. 
  • Knowledge of Active Directory Services
  • Understanding of TCP/IP, DNS, DHCP services.
  • Knowledge of PowerShell scripting is mandatory
  • Strong analytical skills
  • Experience with analyzing system logs, events and monitoring alerts
  • Experience with diagnosing, resolving and delivering root cause analysis for automatic alerts, issues and incidents
  • Experience with identifying & investigating reoccurring issues and working with responsible support groups on addressing them (e.g. Network, App Support, Security, Service Desk, Onsite Support)
  • Knowledge of ITIL Processes (Incident, Problem, release and Change Management)
  • Capability to understand and write technical documentation.

Required Skills

EUC System Adminitrattions
Microsoft System Center Configuration Manager- SCCM
DHCP services