Job description
Specialist Engineering (UAE National) (ID: : 0000L8CE)
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This role is responsible for providing hardware and software end user support and technology related services. First or second level support and governance of locally hosted infrastructure components such as end points, printers, video conference, scanners, desk phones, monitors, docking stations, corporate mobile phones, tablets. The environment may be multi-site with extensive systems utilizing a wide variety of different manufacturers’ hardware and software. This role adheres to End User Support processes and procedures in order to provide a high-quality service to end users. This role will handle incidents and requests to the required standards and within the service level agreements defined in the Service Agreement. Travel may be required between sites in some cases to handle business support as needed. Flagship projects also included in the scope of the role scope to evergreen, upgrade or patch management. There might be cases to support hardware outside of end points with the support of technical teams such as network devices or servers.
The jobholder will also continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology. This will be achieved by ensuring all actions take account of the likelihood of operational risk occurring. Also, by addressing any areas of concern in conjunction with line management or the appropriate department.
Duties & Responsibilities:
• Provide day to day technical support to end users.
• Ensure business is working at their optimal best on end points and mobile handheld devices.
• Provide evening and weekend on call support for IT services used during events.
• Effectively managing IT assets inventory and build.
• Participating in IT projects when needed.
• Adhere to HSBC security standards.
• Support video conference equipment.
• Support printers and scanners.
• Support failover and disaster recovery activities.
• Support other CTO country level activities.
• Install, configure, upgrade and support of IT equipment (Hardware / software) according to agreed SLA with business.
• Manage Problem and Incident resolution and subsequent MI, liaising with third parties & other support service lines to resolve or escalate incidents/service requests.
• Providing excellent customer support service.
• Participate in the testing/piloting of new services/applications.
• Ensure that technical documentation is regularly maintained and used when required.
• Liaise with other Technology departments and 3rd party suppliers, managing 3rd party relationships to deliver service against contractual requirements where applicable.
• Participate in the development of improvement activities, supporting a culture of continuous improvements.
• Perform trend analysis on IT Service delivery and support Service Improvement Programs to maximize efficiency in service and to affect a positive impact on the service level and user experience.
• Apply specialist expertise to provide timely response to end-user inquiries, infrastructure support and projects.
• Resolve problems and incidents of varying complexity to enable the operation to continue to run and deliver service effectively by eradicating recurrences with the minimum disruption to the business.
Requirements
Experience & Qualifications:
• Diploma or Bachelor's degree in Computer Science, Information Technology, or a related field is a must
• Certifications such as MCSE or ITIL Foundation are benefical
• 1-3 years of experience in end-user support or IT infrastructure roles, preferably in a banking or contact center environment
• Experience working on end point devices (Laptop/ Desktop/ Workstation/ Tablet), Mobile devices (e.g. Corporate or BYOD mobiles), wireless networks and Enterprise printers and scanners
• Incident and Request systems (e.g., ServiceNow)
• Strong troubleshooting and analytical skills
• Excellent verbal and written communication
• Familiarity with ITIL processes
• Basic knowledge of network infrastrucutre (Wi-Fi and LAN)
• Onsite presence at Al Ain branch is mandatory
For further details and application information please visit our careers site, searching under reference number. : 0000L8CE
HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working, and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.
Issued by The Hong Kong and Shanghai Banking Corporation Limited