Senior IT Support Engineer - Subject to Contract Award

الوصف الوظيفي
Senior IT Support Engineer - Subject to Contract Award

Make a difference every day

The Job Opportunity

Serco is currently bidding for a new master planned development project in Riyadh and we are looking for a Senior IT Support Engineer to provide high-level technical support to customers via the telephone and/or Internet (e.g., instant message, email). The incumbent will assess the nature of system or service issues and resolves technical or sophisticated support problems through independent judgment and advanced problem-solving skills.

He or she will also maintain a log of system issues and conveys customer feedback to product development staff, possess a high-level knowledge of organization’s products, and assist field technicians who are troubleshooting problems or repairing products.

Serco delivers essential public services to customers in KSA on behalf of governments, semi-governments and large private corporations.

The hiring for this position is subject to contract award.

Key accountabilities

Interact with customers to help troubleshoot and resolve highly complex technical product problems or issues
Diagnose and resolve complex customer questions or problems over the telephone/Internet in the areas of system configurations/setup, product functionality, and bugs/enhancements
Track and document inbound support requests and ensure proper notation of customer problems or issues
Document problems and solutions to train lower-level support on how to properly address customer or product problems
Communicate with product development department to improve on current design or to identify possible problems with design
Expected to provide mentoring, training and training content development for customer and Support employees.

What we are looking for in our candidates:

Quick learner and ability to adapt to new challenges and change
Proven problem solving and analytical skills
Demonstrated to be self-directed/self-starter
Attention to detail and willingness to learn
Self-starter and the ability to work independently as well as part of a team
Ability to handle confidential information in strict confidence
Ability to work in a fluid, diverse and fast paced work environment
Service focused

Specific requirements

1 to 3 years minimum experience with healthcare products in a support, development or consultancy environment.
3 to 5 years minimum experience in developing or supporting assigned products and a demonstrated competence in functional or technical components of the assigned products
4 years minimum experience of technical issue resolution and escalation procedures.
Strong experience in SQL and relational database concepts
Proven experience managing multiple projects with multiple priorities
Excellent communication skills including client facing experience
Bachelor degree in Information Technology / Computer Engineering / Computer Science or equivalent
At least 1 Professional/Technical certification obtained and maintained is preferred (Information Technology Infrastructure Library (ITIL) version 3 Foundation certificate, Certification in SharePoint etc.)

Working with Serco

At Serco, not only is the nature of the work we do important, everyone has important role to play. 

https://www.serco.com/me

We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

Join Us

By joining Serco you will have unlimited access to our Global Employee Networks – SercoInspire (Gender), SercoEmbrace (Multicultural), and SercoUnlimited (Disability). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.

We take pride in what we do

Serco is committed to Equal Employment Opportunities and is committed to ensuring the safety of all of its employees through its Zero Harm initiative. Please visit www.serco.com/careers for more information.

تفاصيل الوظيفة
منطقة الوظيفة الرياض, المملكة العربية السعودية
قطاع الشركة خدمات الدعم التجاري الأخرى
طبيعة عمل الشركة غير محدد
نوع التوظيف غير محدد
الراتب الشهري غير محدد
عدد الوظائف الشاغرة غير محدد

https://www.bayt.com/ar/saudi-arabia/jobs/senior-it-support-engineer-subject-to-contract-award-64687256/