Job description
Infrastructure Support Specialist (UAE National) (ID: 0000L844)
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The purpose of this role is to manage problem and Incident resolution and subsequent MI, liaising with third parties & other support service lines to resolve or escalate incidents/service requests. The successful candidate will be responsible for providing excellent customer support and ensuring that technical documentation is regularly maintained and used when required. They will regularly liaise with other Technology departments and third-party suppliers, managing third-party relationships to deliver service against contractual requirements where applicable.
Duties & Responsibilities:
• 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 unit rate and user experience.
• Apply specialist expertise to provide timely response to end-user inquiries.
• 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.
• Monitor support queues and action incidents and request within the Service Agreement where required.
• Where necessary, provide out-of-hours support ensuring live problems are managed with the minimum disruption to the business.
• Contribute to the development and increased efficiency of the service provided, providing input to the creation and amendment of procedures.
• Participate in Major Incidents to gather information and provide immediate support.
• Report any risk items identified or problems to management immediately.
• Ensure compliance with all relevant internal instructions (FIMs, GSMs, circulars) and external regulatory requirements, including the management of operational risk and adherence to HSBC Group’s standards of ethical behaviour.
• Awareness of Video Conferencing/ Digital Signage/Event spaces/AV integrations/Meeting Room Support/Projects delivery.
• Provide technical direction and support for the operation and maintenance of AV systems (Logi/NEAT/Poly/Cisco), including audio, video, projection, lighting, and conferencing systems.
• Manage vendor to ensure efficient troubleshooting of AV issues on-site or remotely to resolve any technical problems according to agreed SLAs, escalate where required and facilitate the troubleshooting between in-house and 3rd party teams.
• Oversee the daily operations of the AV department, ensuring the smooth execution of all AV-related activities.
• Coordination with event planners and clients to understand AV needs and provide appropriate technical solutions.
• Experience in Unified Communication infrastructure solution deployment and support.
• Industry standard certifications in the technology area of work would be preferred.
• Work with global MECM product team to ensure regional build operational issues are immediately escalated and investigated with local teams.
• Ensure regional Anti-malware Trellix service resilience is tested as per Service Management & compliance requirements. Escalate to global Windows Protection teams any issues pertaining to Trellix product.
• Review all updates going out to the endpoint estate from a change management perspective.
• Ensure the monthly Windows security patching & compliance across all products on the endpoint infrastructure.
• Identify areas for improving operational efficiency and cost-effectiveness without compromising service quality.
• Participate in the testing/piloting of new services/applications.
• Participate in the development of improvement activities, supporting a culture of continuous improvements.
Requisitos
Experience & Qualifications:
• Graduation degree is REQUIRED– to secure a UAE Visa and Work Permit
• Experience of performing roles within technology / infrastructure functions.
• Existing experience in End User Services would be very desirable.
• Strong relationship management capabilities with an ability to engage, influence and collaborate with stakeholders across organizational boundaries enabling the delivery of high standard outcomes.
• Experience of working within a large, complex and geographically dispersed organization including matrix management structure and across time zones.
• Demonstrated ability to work in line with HSBC standards including acting with integrity and ethically.
• Have sufficient knowledge of IT Operations; understanding policy, processes, procedures and systems deployed.
• Strong analytical skills to quickly assess situations, their impact and options for resolution.
• Ability to work on own initiative with minimal supervision
• Experience providing IT Support to customers at all levels
• Strong presentation / training skills and good team skills which rely on honest open communication and reliability of individuals to strive to deliver an excellent service to the customer.
• Strong interpersonal skills and good communication, both verbal and written English.
• Strong analytical skills to quickly assess situations, their impact and options for resolution.
• Good team skills Effectively co-ordinate delivery of services involving elements delivered by other internal/external teams
• Have a good knowledge of the project lifecycle and ITIL framework
• Strong ownership skills and ability to work under pressure
For further details and application information please visit our careers site, searching under reference number.
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Issued by The Hong Kong and Shanghai Banking Corporation Limited